The use of performance information in the management of service delivery

Marketing Intelligence & Planning

Volumn 18, Issue 3, 2000, Pages 127-134

  Wilson, Alan ^a  

^a UNIVERSITY OF STRATHCLYDE   (United Kingdom)

Author keywords

Customer satisfaction; Performance measurement; Service quality

Indexed keywords

EID: 84986047397     PISSN: 02634503     EISSN: None     Source Type: Journal    
DOI: 10.1108/02634500010327917     Document Type: Article

References (23)

1. Brignall, S. (1992), “Performance measurement systems as change agents: a case for further research”, Warwick Business School Research Papers No. 72.
2. Coates, J. (1997), Performance Management, CIMA Publishing.
3. Crowther, D.E. (1996), “Corporate performance operates in three dimensions”, Managerial Auditing Journal, Vol. 11 No. 8, pp. 4-13.
4. Dixon, J.R., Nanni, A.J. and Vollmann, T.E. (1990), The New Performance Challenge: Measuring Operations for World-Class Competition, Business One Irwin, Homewood, IL.
5. Fitzgerald, L., Johnston, R., Brignall, S., Silvestro, R. and Voss, C. (1991), Performance Measurement in Service Businesses, CIMA Publishing.
6. Ghobadian, A. and Ashworth, J. (1994), “Performance measurement in local government – concept and practice”, International Journal of Operations & Production Management, Vol. 14 No. 5, pp. 35-51.
7. Gregory, M.J. (1993), “Integrated performance measurement: a review of current practice and emerging trends”, International Journal of Production Economics, Vols 30/31, pp. 281-96.
8. Gummesson, E. (1993), “Case study research in management”, Stockholm University working paper, Stockholm.
9. Hakim, C. (1987), Research Design: Strategies and Choices in the Design of Social Research, Routledge, London.
10. Harvey, M. (1984), “Balancing facts against figures”, Certified Accountant, July.
11. Hronec, S.M. (1993), Vital Signs – Using Quality, Time and Cost Performance Measurements to Chart Your Company's Future, Amacon, New York, NY.
12. Kaplan, R.S. and Norton, D.P. (1992), “The balanced scorecard – measures that drive performance’’, Harvard Business Review, January/February, pp. 71-9.
13. Keegan, D.P., Eiler, R.G. and Jones, C.R. (1989), “Are your performance measures obsolete?”, Management Accounting, June, pp. 45-50.
14. Lynch, R.L. and Cross, K.F. (1991), Measure Up!Yardsticks for Continuous Improvements, Blackwell, Oxford.
15. McNair, C.J., Lynch, R.L. and Cross, K.F. (1990), “Do financial and non-financial performance measures have to agree?”, Management Accounting, Vol. LXXII No. 5, pp. 28-36.
16. McNerney (1996), “The link to customer satisfaction”, HR Focus, Vol. 73 No. 9, pp. 1-5.
17. Meyer, C. (1994), “How the right measures help teams excel”, Harvard Business Review, May/June, pp. 46-54.
18. Miskin, A. (1995), “Performance management”, Management Accounting, November.
19. Sinclair, D. and Zairi, M. (1995), “Performance measurement as an obstacle to TQM’’, The TQM Magazine, Vol. 7 No. 3, pp. 42-5.
20. Sink, D.S. and Tuttle, T.C. (1989), Planning and Measurement in Your Organisation of the Future, Industrial Engineering and Management Press, Norcross, GA.
21. Teague, J. and Eilon, S. (1973), “Productivity measurement: a brief survey”, Applied Economics, Vol. 5, pp. 133-45.
22. Van Schalkwyk, J.C. (1998), “Total quality management and the performance measurement barrier’’, The TQM Magazine, Vol. 10 No. 2, pp. 124-31.
23. Yin, R.K. (1984), Case Study Research: Design and Methods, Sage, Newbury Park, CA.