Proposal Abstract:
Proposal for a Balanced scorecard for Destination
Management Systems
The main objectives of this
doctorate thesis is to provide the Destination Management System (DMS)
sponsors and managers with an evaluation tool that measures the DMS
impact on the destination SMEs performance and on the Destination
Management Organisation (DMO) performance. This evaluation tool takes
the form of a balanced scorecard that integrates the different
stakeholders’ goals as well as financial, innovation and learning
perspectives. The proposed comprehensive set of criteria and measures
will help DMOs improve the effectiveness of DMSs. This scorecard could
also be used to improve the success of similar inter-organisational
web-based information systems.
Keywords:
Destination
Management System; electronic marketplace; inter-organizational
information system, success model; balanced scorecard, stakeholders’
satisfaction, Delphi.
Biography:
Marie Claire Louillet has twenty years of
experience in tourism and more particularly in the hospitality field.
She has been working for ten years with Hilton International in Paris,
London Montreal and Rome. She also assisted in hotel openings in Puerto
Rico and Cuba. Since 2002 Marie Claire Louillet has been enrolled in the
Doctorate of Business Administration (DBA) at the University of
Sherbrooke. Mrs. Louillet recently joined the Institut de Tourisme et
d’Hôtellerie du Québec (ITHQ) as professor teaching in the BA program in
hospitality management jointly administered by UQAM and ITHQ. She is
also a lecturer and a research assistant in e-tourism at the School of
Business Administration, University of Quebec in Montreal (UQAM). She
has been a lecturer at McGill University in Montreal, at the
International Concierge Institute in Paris and a guest speaker at the
Universidad Autonoma de Guerrero, Acapulco. She received her Master
of Business Administration from the Institut de Management Hôtelier
International (Cornell-ESSEC) in Cergy Pontoise, France. The topic of Marie
Claire Louillet DBA thesis is “A balanced scorecard for Destination
Management Systems.”
