Performance Measurement and Hotel Industry in Kenya-A Review

Abstract

Extant literature indicates that performance measurement has been widely studied elsewhere in large manufacturing and generic small businesses but there has been little study of this area in tourism and hospitality, particularly in Kenya. However, there is evidence that some hotels in Kenya may be using the existing performance measurement models without appropriate adjustments to reflect the unique challenges of the Kenyan hotel industry. This paper reviews the most popular measurement models from the literature and identifies the characteristics that they demonstrate. The paper then identifies key performance measurement dimensions; reviews their relationships and finally presents these relationships in a framework. This paper should expand debate on performance measurement generally and hotels in Kenya in particular. It should further assist in making informed decisions with regard to policy …