New publication: SmartWoW – constructing a tool for knowledge work performance analysis

New Ways of Working (NewWoW) refers to a novel approach for improving the performance of knowledge work. The purpose of this paper is to seek innovative solutions concerning facilities, information technology tools and work practices in order to be able to “work smarter, not harder.” In order to develop work practices toward the NewWoW mode […]

New publication: Measuring Performance of a Service System – from organizations to customer-perceived performance

This paper investigates the implications of the networked and open nature of the service business on performance measurement. The literature has acknowledged that the value of service is increasingly produced by service systems but solutions for measuring the performance of a service system are still lacking. The paper constructs a conceptual framework for capturing performance […]

New publication: Analysing the impacts of ICT on knowledge work productivity

The potential of information and communication technology (ICT) in improving knowledge work productivity is well-documented in the existing literature. However, prior research fails to provide means for analyzing whether the potential can be realized in a specific organizational context. Thus, this paper focused on the context-specific analysis of the impacts of ICT services on knowledge […]

New publication: Measurement challenges of knowledge-intensive organizations

The purpose of this paper is to identify practical ways to overcome the specific performance measurement challenges of knowledge-intensive organizations. By reviewing performance measurement, service management and human resources management literature the paper recognizes two aspects that are crucial for the success of knowledge-intensive organizations: the performance and well-being of individual knowledge workers and the […]

New publication: Measuring the impacts of welfare service innovations

Earlier research highlights the need for the welfare service sector to measure the impacts of their services. However, it seems that the welfare services lack measures to show their long-term effects and impacts. This paper presents a framework to measure the multidimensional impacts of welfare service innovations and reports the empirical results from two case […]

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 […]