It was also apparent that in those hotels that claimed to be using the BSC, the HR managers had exhibited no
appreciation of the five elements comprising the ‘‘learning and growth’’ dimension in an archetypal BSC application.
It follows that no hotel was observed to be monitoring all these five elements as a portfolio in a measurement
framework. Despite this, the majority of respondents indicated that some of the elements included in the
‘‘learning and growth’’ framework were being monitored,most usually by way of employee satisfaction surveys.