Profitability and Productivity: Decision Areas

David Walters and Dominic Laffy

Chapter 3 in Managing Retail Productivity and Profitability, 1996, pp 79-100 from Palgrave Macmillan

Abstract: Abstract Before we consider decision-making in detail we do need to consider a framework within which we can assess the effectiveness of the decisions made within the business. Fitzgerald et al. (1991) made a major contribution to the area of performance measurement in service businesses. They offered a controlling framework for service businesses which includes both quantitative and qualitative measures. They argue that many businesses offer a product which is intangible … it is difficult to measure performance: ‘hard’ measures such as profitability tend to drive out ‘soft’ measures like customer satisfaction, even though the intangible aspects of services may be important sources of competitive advantage. Monitoring the amount spent on them and their efficiency and effectiveness may be vital to competitive success.

Keywords: Service Quality; Customer Satisfaction; Capital Structure; Cash Holding; Critical Success Factor (search for similar items in EconPapers)
Date: 1996
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-349-24621-2_3

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DOI: 10.1007/978-1-349-24621-2_3

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