Özet:

Hospitality operations are focused on human capital needed to the tough competition of knowledge economy. Hotel management is already cautious regarding structural and financial capital and therefore strategies have been developed for improvements and value creation on those assets. Hence, intellectual capital value of a hotel has become the resource of innovation as well as the competitive advantage. This study has been realized to propose an exploration of the relation among performance factors, quality measures and the intellectual capital of hotels. A specific scorecard is defined in order to analyze the focus points, the barriers and the relations among the human,structural and customer capital strategies. The scorecard was run on fourand five star hotels in Istanbul to appraise the distinction of quality as represented by stars. The statistical analysis of the data allows us to test the relationship between performance and the intellectual capital. This study will contribute both to academicians and practitioners by introducing a new vision.

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