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PERFORMANCE APPRAISAL PRACTICES IN HOSPITALITY MMHRC, MADURAI: AN EXPLORATORY STUDY

. Mr.S.Mohammed Azim, Dr.K.Binith Muthukrishnan & Dr.B.Velmurugan


Abstract

The purpose of this study is to explore performance measurement practices in the context of Meenakshi Mission Hospital and Research Center, Madurai. Performance appraisal (PA) is increasingly becoming a part of strategic approach to integrate HR activities and business policies. PA refers to all those procedures that are used to evaluate the personality, the performance, and the potential of its group members. Performance appraisal is a powerful tool to provide management valuable information regarding the quality of its human resource. Performance appraisal is a key decisive factor of success in service (hospitality) organizations. The reason being that in the service sector there is no tangible output. The service is produced and consumed/sold at the same moment. So, the chances of rejecting or controlling the quality of the service - in contrast to industries producing tangible goods - before it reaches the hands of consumers is very limited. The intangibility of services in hospitality industry, poses a number of problems for the measurement of quality and customer satisfaction. Performance appraisal thus becomes all the more critically important in service industries than in other type of industries. In this paper, we propose a framework for the selection of appraisal methods and compare some performance appraisal methods in order to facilitate the selection process for organizations. The value of this framework lies in its use. Organisations can evaluate their performance appraisal method with respect to the key features of it, before implementing any method as well as expending extra costs.

Keywords: Performance appraisal, employee appraisal, Performance Review, performance evaluation, Career Development Discussion, Hospitality Industry.

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