Towards sustainability performance management system of tourism enterprises: a tourism sustainable balanced scorecard framework

This paper intends to provide the components and the process for a firm to establish, maintain and improve a culture of sustainable development in firms in the field of tourism and a framework for an effective management system, the performance of which can be monitored and verified. It is applicable to all firms in the entire tourism industry such as hotels, restaurants, tourism agents, and tour operators. The results are identified through the development of sustainable tourism performance criteria and indicators, which have been divided around four main perspectives: institutional; economic; socio cultural; and environmental. The management tool and methodology of the traditional balanced scorecard have been developed further towards the tourism sustainability balance scorecard integrating institutional, economic, socio-cultural and environmental perspectives. The tourism sustainability balanced scorecard defines the causal relation between factors of firms in order to establish priorities and targets in a rational decision-making process.