A framework for a customer approach to performance measurement in a service context

Juhani Ukko and Sanna Pekkola

International Journal of Services and Operations Management, 2015, vol. 22, issue 2, 210-220

Abstract: In this study, a framework for a customer approach to performance measurement in service operations is constructed based on earlier literature in marketing, service management and performance measurement. The study concludes that the customer's roles as a measurer and evaluator should be emphasised in the customer's non-interactive processes related to services and in the interactive aspects of services.

Keywords: services; service operations; customer roles; performance measurement; performance management; framework; service management; customers. (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:22:y:2015:i:2:p:210-220

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