Performance measurement in service businessesT. J. Brignall, Rhian Silvestro1991-11-01articleUniversity of Warwick782 citationsgreenNo readable copy stored yet — this record is metadata only.Accounting and Organizational ManagementCustomer Service Quality and LoyaltyCorporate Governance and ManagementAbstractNo description providedCitations in this libraryStored only when both papers are in the corpus — 782 citations exist upstream.Cited by1995The determinants of service quality: satisfiers and dissatisfiers2000An institutional perspective on performance measurement and management in the ‘new public sector’2006Performance measures and metrics in logistics and supply chain management: a review of recent literature (1995–2004) for research and applications2005Performance measurement systems in SMEs: A review for a research agenda2002A framework of the factors affecting the evolution of performance measurement systems2015Resource based theory in operations management research2005A review of performance measurement: Towards performance management2013Is performance measurement and management fit for the future?