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: Applying performance measurement in service operations: analysis of contextual differences

This paper analyses the contextual differences of service operations with the aim to widen understanding about performance measurement in services. Recent research considers service management from many viewpoints like marketing and operations management, and also the importance of performance management in service context has been recognised. The literature illustrates the variety of service environments and […]

New publication: What is the Role of Knowledge Management in Establishing the Effectiveness of Public Welfare Services?

Because of the increasing cooperation of actors in public service systems, the evaluation of service outcomes involves a complex set of information sources and processes. Organization-specific evaluation practices yield only a partial picture of the effectiveness of services. To address this issue, the paper studies the information processes in the context of Finnish social services […]

Dr. Jääskeläinen and Dr. Laihonen received Outstanding paper award

Dr. Aki Jääskeläinen and Dr. Harri Laihonen received the 2014 Outstanding Paper Award by Emerald (International Journal of Productivity and Performance Management) on their paper titled ”Overcoming the specific performance measurement challenges of knowledge-intensive organizations”. This paper identifies practical ways to overcome the specific performance measurement challenges of knowledge-intensive organizations. By reviewing performance measurement, service […]