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Measuring performance of a service system – from organizations to customer-perceived performance
16 references·3 citing·31 second hop
Measuring performance of a service system – from organizations to customer-perceived performance (2014)Measuring performance of a service system…Performance Measurement: Challenges for Tomorrow* (2011)Performance Measurement: Chal…Moving Forward and Making a Difference: Research Priorities for the Science of Service (2010)Moving Forward and Making a D…On value and value co-creation: A service systems and service logic perspective (2008)On value and value co-creatio…Steps toward a science of service systems (2007)Steps toward a science of ser…Demystifying productivity and performance (2005)Demystifying productivity and…Case Study Research (2004)Case Study ResearchWhy Measure Performance? Different Purposes Require Different Measures (2003)Why Measure Performance? Diff…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…The success and failure of performance measurement initiatives (2002)The success and failure of pe…Performance measurement system design (1995)Performance measurement syste…Qualitative Methods in Management Research. (1993)Qualitative Methods in Manage…The balanced scorecard--measures that drive performance. (1992)The balanced scorecard--measu…The balanced scorecard : measures that drive performance (1992)The balanced scorecard : meas…The performance measurement manifesto. (1991)The performance measurement m…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Case Study Research: Design and Methods (1984)Case Study Research: Design a…The balanced scorecard logic in the management control and reporting of small business company networks: A case study (2018)The balanced scorecard logic …Conceptualising a Framework for Effective Performance Measurement in Cultural Precinct Development and Operation (2017)Conceptualising a Framework f…What is the Role of Knowledge Management in Establishing the Effectiveness of Public Welfare Services? (2014)What is the Role of Knowledge…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)Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)From value chain to value constellation: designing interactive strategy. (1993)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Opinion Paper: “So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy (2023)An Evolutionary Theory of Economic Change. (1983)The Theory of the Growth of the Firm (1995)Understanding Customer Experience Throughout the Customer Journey (2016)A framework of sustainable supply chain management: moving toward new theory (2008)Improving Impact Studies of Teachers’ Professional Development: Toward Better Conceptualizations and Measures (2009)Case study research: design and methods (2011)Mixed Methods Research: A Research Paradigm Whose Time Has Come (2004)Qualitative research: Methods in the social sciences (2006)Document Analysis as a Qualitative Research Method (2009)Performance management: a framework for management control systems research (1999)Clarifying Business Models: Origins, Present, and Future of the Concept (2005)Grounded Theory in Management Research (2003)Case Study: A Strategic Research Methodology (2008)FEDS: a Framework for Evaluation in Design Science Research (2014)Consumer Cocreation in New Product Development (2010)Value co-creation: concept and measurement (2014)Service Research Priorities in a Rapidly Changing Context (2015)THE IMPACT OF HUMAN RESOURCE MANAGEMENT ON ORGANIZATIONAL PERFORMANCE: PROGRESS AND PROSPECTS. (1996)
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References

  • 1984Case Study Research: Design and Methods81,948 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2004Case Study Research15,455 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1992The balanced scorecard : measures that drive performance12,082 cited
  • 1992The balanced scorecard--measures that drive performance.7,979 cited
  • 1995Performance measurement system design3,257 cited
  • 2008On value and value co-creation: A service systems and service logic perspective3,154 cited
  • 1993Qualitative Methods in Management Research.2,306 cited
  • 2010Moving Forward and Making a Difference: Research Priorities for the Science of Service1,545 cited
  • 2003Why Measure Performance? Different Purposes Require Different Measures1,401 cited
  • 1991The performance measurement manifesto.1,295 cited
  • 2007Steps toward a science of service systems1,263 cited
  • 2011Performance Measurement: Challenges for Tomorrow*692 cited
  • 2005Demystifying productivity and performance466 cited
  • 2002

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The success and failure of performance measurement initiatives
403 cited

Cited by

  • 2018The balanced scorecard logic in the management control and reporting of small business company networks: A case study16 cited
  • 2017Conceptualising a Framework for Effective Performance Measurement in Cultural Precinct Development and Operation4 cited
  • 2014What is the Role of Knowledge Management in Establishing the Effectiveness of Public Welfare Services?4 cited