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Productivity measurement and management in large public service organizations
16 references·3 citing·38 second hop
Productivity measurement and management in large public service organizations (2010)Productivity measurement and management i…Building theories from case study research (2009)Building theories from case s…Theory Building From Cases: Opportunities And Challenges (2007)Theory Building From Cases: O…Strategy Maps: Converting Intangible Assets into Tangible Outcomes (2003)Strategy Maps: Converting Int…Case research in operations management (2002)Case research in operations m…The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in the New Business Environment (2000)The Strategy-Focused Organiza…Service Management and Marketing: A Customer Relationship Management Approach (2000)Service Management and Market…The New Organizational Wealth: Managing and Measuring Knowledge-Based Assets (1997)The New Organizational Wealth…The balanced scorecard: Translating strategy into action (1997)The balanced scorecard: Trans…THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON PERCEPTIONS OF ORGANIZATIONAL PERFORMANCE. (1996)THE IMPACT OF HUMAN RESOURCE …The “new public management” in the 1980s: Variations on a theme (1995)The “new public management” i…Performance measurement system design (1995)Performance measurement syste…Qualitative Data Analysis: An Expanded Sourcebook (1994)Qualitative Data Analysis: An…The balanced scorecard : measures that drive performance (1992)The balanced scorecard : meas…Zero defections: quality comes to services. (1990)Zero defections: quality come…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …A contingency approach to performance measurement in service operations (2012)A contingency approach to per…Performance measurement in welfare services: a survey of Finnish organisations (2011)Performance measurement in we…Measurement of Effectiveness, Efficiency and Quality in Public Sector Services: Interventionist Empirical Investigations (2011)Measurement of Effectiveness,…The balanced scorecard--measures that drive performance. (1992)The machine that changed the world (1992)Measuring supply chain performance (1999)Management control systems and strategy: A resource-based perspective (2005)The impact of supply chain integration on performance: A contingency and configuration approach (2009)The Discovery of Grounded Theory; Strategies for Qualitative Research (1968)The Discovery of Grounded Theory: Strategies for Qualitative Research. (1968)Basics of Qualitative Research: Grounded Theory Procedures and Techniques. (1992)Qualitative case studies in operations management: Trends, research outcomes, and future research implications (2010)Renaissance of case research as a scientific method (2014)A New Paradigm for Systematic Literature Reviews in Supply Chain Management (2017)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Political Parties and Macroeconomic Policy (1977)A PUBLIC MANAGEMENT FOR ALL SEASONS? (1991)Reinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector (1995)An institutional perspective on performance measurement and management in the ‘new public sector’ (2000)Modes of Network Governance: Structure, Management, and Effectiveness (2007)Varieties of Participation in Public Services: The Who, When, and What of Coproduction (2017)Case Study Research: Design and Methods (1991)Socioemotional Wealth in Family Firms (2012)Process Studies of Change in Organization and Management: Unveiling Temporality, Activity, and Flow (2013)Building dynamic capabilities for digital transformation: An ongoing process of strategic renewal (2018)Three Approaches to Qualitative Content Analysis (2005)Using thematic analysis in psychology (2006)The qualitative content analysis process (2008)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)A Strategic Framework for Customer Relationship Management (2005)Measuring Organizational Performance: Towards Methodological Best Practice (2009)The qualitative research interview (2011)Positioning and Presenting Design Science Research for Maximum Impact1 (2013)THE IMPACT OF HUMAN RESOURCE MANAGEMENT ON ORGANIZATIONAL PERFORMANCE: PROGRESS AND PROSPECTS. (1996)Clarifying Business Models: Origins, Present, and Future of the Concept (2005)
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References

  • 1994Qualitative Data Analysis: An Expanded Sourcebook48,401 cited
  • 2007Theory Building From Cases: Opportunities And Challenges16,654 cited
  • 1992The balanced scorecard : measures that drive performance12,082 cited
  • 2009Building theories from case study research11,299 cited
  • 1997The balanced scorecard: Translating strategy into action8,199 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
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  • 2002Case research in operations management4,049 cited
  • 1995The “new public management” in the 1980s: Variations on a theme3,815 cited
  • 1995Performance measurement system design3,257 cited
  • 1996THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON PERCEPTIONS OF ORGANIZATIONAL PERFORMANCE.3,152 cited
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  • 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
  • 2003Strategy Maps: Converting Intangible Assets into Tangible Outcomes

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2,049 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • Cited by

    • 2012A contingency approach to performance measurement in service operations31 cited
    • 2011Performance measurement in welfare services: a survey of Finnish organisations30 cited
    • 2011Measurement of Effectiveness, Efficiency and Quality in Public Sector Services: Interventionist Empirical Investigations9 cited