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 […]

Article award for Novi researchers

Prof. Antti Lönnqvist and Dr. Harri Laihonen received the 2013 Highly Commended Award by Emerald (International Journal of Productivity and Performance Management) on their paper on system-level productivity analysis of welfare services. The paper examines productivity at the level of a welfare service system. This approach aims at optimizing the performance of the whole system […]

Publication on service system productivity

An article by Lönnqvist and Laihonen published in International Journal of Productivity and Performance Management The article examines productivity at the level of a welfare service system and aims at optimizing the performance of the whole system. A definition for the concept of welfare service system productivity is developed and its applicability is demonstrated. Lönnqvist, […]