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The role of business process management in hotel innovation and competitiveness
(Multidisciplinary Digital Publishing Institute : Basel, 2025) Šebová, Ľubica; Švec, Adrián; Chovanová, Klára
This article presents findings from an investigation into the role of business process management and performance measurement in fostering innovation and enhancing competitiveness within hotels in Slovakia. Its aim is to assess the current application of process management in these establishments and to propose a suitable system along with theoretical and practical recommendations for enhancing management systems and performance measurement using process management methodologies. The study focuses on hotels in Slovakia and tests a hypothesis suggesting that these establishments insufficiently leverage business process management and performance measurement as a strategic instrument for promoting innovation and competitiveness. Spearman’s correlation coefficient is employed to analyze the relationship between hotel chain affiliation, hotel class, hotel size, and the adoption of process management. Through a combination of questionnaire surveys and structured interviews, the article provides insights into the utilization of process management and offers an overview of the current management practices, as well as the knowledge of functional and process management among hotel representatives.