Market Competition, Balanced Scorecard, and Their Effects on Hotel Organizational Performance and Manager's Satisfaction

ABSTRACT

This study examines the effect of market competition as a determinant of the balanced scorecard (BSC) system and the two consequences of organizational performance and managers' satisfaction. Four hypotheses are tested using partial least squares structural equation modeling. The data were collected from 145 valid responses from four- and five-star hotels in Turkey and focused on the pandemic period. The results revealed that market competition does not affect the use of BSC. Nevertheless, the BSC leads to better organizational performance and system satisfaction for managers. Managers' satisfaction with the BSC was also positively related to the performance of hotel organizations.