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Title:The interplay among restaurant SMEs' financial, quality, and managers' perceived business performance : a balanced scorecard approach
Authors:ID Kukanja, Marko (Author)
ID Planinc, Tanja (Author)
ID Žnidaršič, Anja (Author)
Files:.pdf The_Interplay_Among_Restaurant_SM-Kukanja-2023.pdf (352,29 KB)
MD5: 68B6586C83B6DA6EF266B2FC91C25FF6
URL https://hrcak.srce.hr/clanak/434696
Work type:Scientific work
Typology:1.01 - Original Scientific Article
Organization:FOV - Faculty of Organizational Sciences in Kranj
Abstract:The present study aims to test a simplified version of the balanced scorecard (BSC) model for restaurant industry SMEs. This study aims to determine if (I) restaurant managers' perceived business performance correlates to SMEs' (II) actual financial and (III) quality performance. A new variable, the manager's perceived business performance, was added in light of the unique characteristics of restaurant SMEs. We hypothesized that all three business perspectives are positively correlated since restaurant managers must have realistic perceptions of SMEs' business performance. A total of 266 questionnaires were obtained from restaurant managers, and 1,330 questionnaires were obtained from restaurant guests. SMEs' official financial reports served as the basis for the analysis of financial data. Exploratory factor analysis and correlation analysis were used to investigate the relationships among the three perspectives. Results indicate that managers' perceptions of business performance are not correlated to SMEs' actual financial performance, and managers have realistic perceptions about the quality of what restaurants offer. Interestingly, SMEs' financial performance is not correlated to guests' perceptions of quality. Introducing a new internal perspective indicates the incoherence among the three BSC perspectives. Furthermore, using selected variables highlights the necessity of raising the managerial perspective in future restaurant SME studies.
Keywords:restaurant industry, balanced scorecard, quality, SMEs, Slovenia
Publication status:Published
Publication version:Version of Record
Publication date:01.01.2023
Year of publishing:2023
Number of pages:str. 270-284
Numbering:Vol. 71, no. 2
PID:20.500.12556/DKUM-84859 New window
ISSN on article:1849-1545
COBISS.SI-ID:152134659 New window
DOI:10.37741/t.71.2.3 New window
Publication date in DKUM:01.08.2023
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Record is a part of a journal

Shortened title:Tourism
Publisher:Institute for Tourism, Croatian National Tourist Board
COBISS.SI-ID:106280963 New window


License:CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
Description:The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.

Secondary language

Keywords:prehrambeno gostinstvo, uravnotežen sistem kazalnikov, kakovost, MSP, Slovenija


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