While the above two platforms focus on different aspects of operational and
organizational performance, nevertheless they should be integrated under one
performance measurement system. In this study, the services operational effectiveness
(SOE) measure is introduced forward that end. This measure is consistent with the two
platforms addressed above. As such, it can be used in a way consistent with the
organizational-wide (system-wide) platform to measure and track overall
organizational performance. However, it can also be used in a way consistent with
the measures-specific platform to measure key specific performance characteristics of
the hospitality system and its processes.