특1급 호텔직원이 지각한 BSC 성공요인과 기대성과 간의 관계

The objective of this study is to examine the effect on the performance expectation of the perception on the success factor of the BSC. The sample is selected among five star hotel companies located in Seoul only if they are already implemented and operated the BSC system. The results of this study can be summarized as followings. The perception on the BSC success factor would have an effect on the performance expectation which made up of BSC’s four perspective that is customer perspective, internal process perspective, growth and learning perspective and financial perspective. This results indicate that it is important for the improved BSC perspective’s performance not only to make hotel employees know the meaning of BSC success factor but also to design or redesign the BSC system with their participation. To gain and sustain competitive advantage using BSC system as strategic performance measurement and evaluation tool, hotel manager have to make employees understand that the importance of BSC success factor. And it is also critical to design or redesign the BSC system to facilitate communication about the information and knowledge of BSC success factor among departments, among employees, between top management group and front line worker.