As an introduction, interviewees were asked to describe if they were familiar with the BSC and the elements
of the ‘‘learning and growth’’ dimension of the BSC.The five elements of the ‘‘learning and growth’’ BSC
dimension described above were discussed. Once interviewees had a clear understanding of each element,
they were asked to rate the relative importance that their hotel attached to each. The interviewees were then asked
to rate these same five ‘‘learning and growth’’ elements with respect to the extent that each was measured in their hotel.