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Performance measurement in service sector
Hi,
After doing a bit of literature what I got was all bout Balanced-scorecard, Performance measurement in mannufacturing or public service (education, healthcare, and police).
I am wondering If there is anything about performance measurement in Service Sector (not public). There are some works have been done on productivity and quality points of veiw but have not found any particular article discussing about metrics and frameworks for performance measurement in service. Although, I know service is very wide that it is almost impossible to have a general framwork or metrics covering the wholde industry.
I appreciate If anyone has vast knowledge about performance measurement in service share it with me or atleast let me know where I can find some relevant leterature or whose work I should look for.
Thanks
Reza
Hi Reza, You might want to have a look at "Performance management in service operational settings: a selective literature examination" by Mahmoud M. Yasin and Carlos F. Gomes, a paper that appeared in the Emerald publication "Benchmarking: An International Journal" (see Vol. 17 No. 2, 2010 pp. 214-231).
From the paper's introduction... "This paper aims to examine, the specific literature related to performance measurement in the service sector. In the process, it also aims to classify and examine innovative approaches and models utilized to measure performance in service operational settings."
The paper is a literature review of papers appearing across 141 publications between 1981 and 2008. In passing they found that the "best" source of information on performance measurement in operational settings is the "International Journal of Productivity and Performance Management", so you might want to look there also.
Hope this helps
Gavin Lawrie