An application of the balanced scorecard in retailing

Rhonda R Thomas · Myron Gable · Roger A. Dickinson

16 citations0/0 files storedThe International Review of Retail Distribution and Consumer Research

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Abstract

Retailers have sought measures of performance that go beyond the traditional. This article reports on the application of the balanced scorecard. We summarize efforts to go beyond traditional measures in retailing and conduct a study to test their value for a large multi-unit retail chain. The results indicate that the balanced scorecard offers a highly individualized and flexible technique for improving the performance of retailers.

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1992The balanced scorecard : measures that drive performance 1992The balanced scorecard--measures that drive performance.1990Market Orientation: The Construct, Research Propositions, and Managerial Implications 2000Marketing management: analysis. planning. implementation and control 1990The Fifth Discipline 1970Information and Consumer Behavior 1996Using the balanced scorecard as a strategic management system 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

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