Interviewee L indicated that management in her hotel was ‘‘very aware of it’’ having had a recent training session
about ‘‘what the BSC meant’’, but ‘‘it was not something that we have actually tried to implement in our organisation
at this point in time’’. She claimed that the BSC was most pertinent to the finance department in her hotel, and
although she acknowledged that HR has an impact on the bottom line, and despite her claimed awareness of the BSC,
she revealed an unfamiliarity with the BSC’s ‘‘learning and growth’’ dimension.