Applying performance measurement in service operations: analysis of contextual differences

Aki Jääskeläinen and Harri Laihonen

International Journal of Business Performance Management, 2014, vol. 15, issue 3, 243-261

Abstract: This paper analyses the contextual differences of service operations with the aim to widen understanding about performance measurement in services. Recent research considers service management from many viewpoints like marketing and operations management, and also the importance of performance management in service context has been recognised. The literature illustrates the variety of service environments and operations with classifications that differentiate management concerns in different types of services. However, the practical implication of service contingencies on performance measurement practice is less studied. To address this gap in the literature, this paper studies empirically three different contexts of knowledge-intensive services, public services and industrial services. Qualitative multiple-case approach is applied. As a result, the paper shows how service contingences affect performance measurement in service operations.

Keywords: contingency theory; multiple case study; performance measurement; service management; service operations management; services. (search for similar items in EconPapers)
Date: 2014
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=63024 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbpma:v:15:y:2014:i:3:p:243-261

Access Statistics for this article

More articles in International Journal of Business Performance Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().