Measuring Company Performance and Customer Satisfaction

John R. Bryson (), Jon Sundbo (), Lars Fuglsang () and Peter Daniels ()
Additional contact information
John R. Bryson: The University of Birmingham
Jon Sundbo: Roskilde University
Lars Fuglsang: Roskilde University
Peter Daniels: The University of Birmingham

Chapter 13 in Service Management, 2020, pp 239-259 from Springer

Abstract: Abstract Measurement plays a critical role in the everyday management of service businesses and in the development, implementation and adaptation of both strategy and operations. It also plays an important role in monitoring and enhancing the quality of the service experience and in the co-creation of service innovations. Measurement plays an important role in underpinning and informing the everyday and strategic management of service businesses. Reading a business is part of a strategic approach to management in which a firm continually observes the business to monitor and evaluate the relationships between strategy, operations and the production of value, or outcomes. This chapter will first present and discuss core instruments for measuring service production performance. This is followed by a discussion of service quality, customer satisfaction and measures of marketing performance. Finally, this chapter explores measurement tools intended to explore firms’ innovation capabilities.

Keywords: Measurement of service quality; Benchmarking; Big data; Algorithms; Capacity planning; Total service quality index (search for similar items in EconPapers)
Date: 2020
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

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:spr:sprchp:978-3-030-52060-1_13

Ordering information: This item can be ordered from
http://www.springer.com/9783030520601

DOI: 10.1007/978-3-030-52060-1_13

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().