Balanced scorecard, behavioural factors and managerial performance of hotels in Malaysia
Performance of hotel operation employees, especially the front-liners and managers is crucial in providing good quality of service to meet various customers’ perceptions and expectations. However, negative behaviour such as lack of direction, motivation and commitment are factors that hamper m...
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| Format: | Thesis |
| Language: | English |
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2016
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| Online Access: | http://psasir.upm.edu.my/id/eprint/65964/1/GSM%202016%203%20UPM%20IR.pdf |