ホテル事業会社の業績に影響を与える無形資産（非財務資本）の探索　ー戦略的資源の獲得・維持・展開を可能にするサービス・ケイパビリティー

抄録

The determinant of corporate value has shifted to intangible assets (non-financial capital) and especially, labor intensive service companies in Japan are expected to actively utilize non-financial capital to improve labor productivity. The purpose of this research is to extract non-financial capital (strategic resources), based on the IIRC classification, that can affect sustainable growth. Through SCAT analysis of interviews with the managers of three hotels, it recognized that the strategic resources that support the sustainable growth of hotel companies are the acquisition, maintenance, and development of loyal customers (social and relationship capital). In addition, we found the employees (human capital) who treat the touch point with customers are affected by corporate culture and know-how (intellectual capital), customers, employees' families, communities (social and relationship capital) and hotel facilities and equipment (manufactured capital). The KPIs that were commonly used in the hotel industry to measure performance were insufficient for visualizing the story of monetization of strategic resources, so we proposed some new KPIs.