In search of hospitality

Theoretical and practical issues in performance measurement and management in hotels

Authored by: Ruth Mattimoe , John Paul Tivnan

The Routledge Companion to Performance Management and Control

Print publication date:  August  2017
Online publication date:  August  2017

Print ISBN: 9781138913547
eBook ISBN: 9781315691374
Adobe ISBN:


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The purpose of this chapter is to outline the performance measurement and management (PMM) literature on hotels against the background of the generic literature in the same area. The context of hotels is very important, because they are situated within the economically important service sector. Tourism is a service industry of significant importance to the economies of both Ireland and England:

Tourism in England contributes £106 billion to the British economy (GDP) when direct and indirect impacts are taken into account, supporting 2.6 million jobs. When only direct impacts are taken into account (i.e. excluding aspects such as the supply chain), the contribution is £48bn, with 1.4 million jobs directly supported. In 2011, there were 208,880 VAT registered businesses in England in tourism sectors (this includes categories such as accommodation, food and drink, transport, travel agencies, cultural activities etc).


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