Do you know what really drives your business's performance?

MIT Sloan Management Review

Volumn 57, Issue 4, 2016, Pages 28-33

  Silvestro, Rhian ^a  

^a UNIVERSITY OF WARWICK   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84987990664     PISSN: 15329194     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (17)

1. R.S. Kaplan and D.P. Norton, "Having Trouble With Your Strategy? Then Map It," Harvard Business Review 78, no. 5 (September-October 2000): 167-176;
2. R.S. Kaplan and D.P. Norton, "Strategy Maps: Converting Intangible Assets Into Tangible Outcomes" (Boston: Harvard Business Press, 2004).
3. M.L. Epstein and R.A. Westbrook, "Linking Actions to Profits in Strategic Decision Making," MIT Sloan Management Review 42, no. 3 (spring 2001): 39-49;
4. A. Neely and M. Al Najjar, "Management Learning Not Management Control: The True Role of Performance Management," California Management Review 48, no. 3 (spring 2006): 101-114;
5. K.R. Thompson and N.J. Mathys, "The Aligned Balanced Scorecard: An Improved Tool For Building High Performance Organizations," Organizational Dynamics 37, no. 4 (October-December 2008): 378-393.
6. F. Buytendijk, T. Hatch, and P. Micheli, "Scenario-Based Strategy Maps," Business Horizons 53, no. 4 (July-August 2010): 335-347.
7. C.D. Ittner and D.F. Larcker, "Coming Up Short on Nonfinancial Performance Measurement," Harvard Business Review 81, no. 11 (November 2003): 88-95.
8. J.L. Heskett, W.E. Sasser Jr., and L.A. Schlesinger, "The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value" (New York: Free Press, 1997).
9. H. Evanschitzky, F.v. Wangenheim, and N.V. Wünderlich, "Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops," Journal of Retailing 88, no. 3 (September 2012): 356-366;
10. S.P. Brown and S.K. Lam, "A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses," Journal of Retailing 84, no. 3 (September 2008): 243-255.
11. W.A. Kamakura, V. Mittal, F. de Rosa, and J.A. Mazzon, "Assessing the Service-Profit Chain," Marketing Science 21, no. 3 (August 2002): 294-317.
12. R. Silvestro, "Performance Topology Mapping: Understanding the Drivers of Performance," International Journal of Production Economics 156 (October 2014): 269-282;
13. M. Pritchard and R. Silvestro, "Applying the Service Profit Chain to Analyse Retail Performance: The Case of the Managerial Strait-Jacket?" International Journal of Service Industry Management 16, no. 4 (2005): 337-356;
14. R. Silvestro, "Dispelling the Modern Myth: Employee Satisfaction and Loyalty Drive Service Profitability," International Journal of Operations & Production Management 22, no. 1 (2002): 30-49;
15. R. Silvestro and S. Cross, "Applying the Service Profit Chain in a Retail Environment: Challenging the 'Satisfaction Mirror,'" International Journal of Service Industry Management 11, no. 3 (2000): 244-268.
16. M. Yu, I. Atmosukarto, W.K. Leow, Z. Huang, and R. Xu, "3D Model Retrieval With Morphing-Based Geometric and Topological Feature Maps," Proceedings of 2003 IEEE Computer Society Conference on Computer Vision and Pattern Recognition 2 (2003): 656-661.
17. K. Legge, "Human Resource Management: Rhetorics and Realities" (Chippenham, U.K.: Macmillan Business, 1995).