Keywords: Service management
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Journal Articles
International Journal of Productivity and Performance Management (2013) 62 (4): 350–363.
Published: 19 April 2013
...Aki Jääskeläinen; Harri Laihonen Purpose 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...

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