New publication: A strategy framework for performance measurement in the public sector

This paper looks at a little-studied question: what are the strategic choices behind the selection and implementation of performance measurement practices in public sector entities? The paper presents a new strategy framework which provides a structured approach to the many options available for measuring performance effectively. The framework is primarily intended for large public sector […]

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 […]

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 […]

New publication: Overcoming challenges in the implementation of performance measurement: Case studies in public welfare services

Purpose – The paper aims to evaluate factors affecting the success of the measurement system implementation in the context of two case services with a specific measurement object – productivity.Design/methodology/approach – Interviews with the users of new measurement systems are used to obtain information on the role of known technical and organizational success factors supporting […]

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 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 […]