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Designing operative productivity measures in public services
16 references·2 citing·47 second hop
Designing operative productivity measures in public services (2009)Designing operative productivity measures…Multi‐factor productivity measurement model for service organisation (2005)Multi‐factor productivity mea…Demystifying productivity and performance (2005)Demystifying productivity and…Service productivity (2004)Service productivityThe Performance Prism: The Scorecard for Measuring and Managing Business Success (2003)The Performance Prism: The Sc…The success and failure of performance measurement initiatives (2002)The success and failure of pe…Service quality and productivity: A synergistic perspective (2002)Service quality and productiv…Service productivity (2002)Service productivityGetting the measure of your business (2002)Getting the measure of your b…Action research for operations management (2002)Action research for operation…Designing, implementing and updating performance measurement systems (2000)Designing, implementing and u…Customer response to intangible and tangible service factors (1999)Customer response to intangib…Operational Performance Measurement: Increasing Total Productivity (1998)Operational Performance Measu…Designing performance measures: a structured approach (1997)Designing performance measure…Improving Public Sector Productivity: Concepts and Practice (1993)Improving Public Sector Produ…Measuring Productivity in Services (1990)Measuring Productivity in Ser…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Overcoming the specific performance measurement challenges of knowledge‐intensive organizations (2013)Overcoming the specific perfo…Productivity measurement and management in large public service organizations (2010)Productivity measurement and …The Discovery of Grounded Theory: Strategies for Qualitative Research. 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References

  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 2002Action research for operations management1,531 cited
  • 2000Designing, implementing and updating performance measurement systems1,143 cited
  • 2003The Performance Prism: The Scorecard for Measuring and Managing Business Success1,031 cited
  • 1997Designing performance measures: a structured approach600 cited
  • 2002Service productivity595 cited
  • 1999Customer response to intangible and tangible service factors564 cited
  • 2005Demystifying productivity and performance466 cited
  • 2002The success and failure of performance measurement initiatives403 cited
  • 2002Service quality and productivity: A synergistic perspective256 cited
  • 2004Service productivity209 cited
  • 2002Getting the measure of your business195 cited
  • 1990Measuring Productivity in Services164 cited
  • 1998Operational Performance Measurement: Increasing Total Productivity113 cited
  • 2005Multi‐factor productivity measurement model for service organisation95 cited
  • 1993Improving Public Sector Productivity: Concepts and Practice

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  • 2013Overcoming the specific performance measurement challenges of knowledge‐intensive organizations37 cited
  • 2010Productivity measurement and management in large public service organizations18 cited