New publication on measurement in service operations

Novi researchers as co-authors in a newly published reserach article. The paper applies a fresh approach to performance measurement in services and constructs a framework that acts as a foundation for further research in a three-year research project on ‘Innovative service metrics’.

The paper is investigates the contingency factors affecting performance measurement in the service context. It reviews the literature on performance measurement and synthesizes it to a framework that creates a basis for analyzing measurement practices in various service contexts.

Jääskeläinen, A., Laihonen, H., Lönnqvist, A., Palvalin, M., Sillanpää, V., Pekkola, S., Ukko, J. (2012) “A contingency approach to performance measurement in service operations”, Measuring Business Excellence, Vol. 16 Iss: 1, pp. 43 – 52.

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