...Rohit Verma; Jie J. Zhang; Nitin Joglekar; Rohit Verma Purpose The purpose of this study is to develop a performance measurement system of environmental sustainability in service settings and to empirically examine the relationship between the measured environmental sustainability and operating...

... Publishing Limited 2010 Performance measures Contracting out Manufacturing industries Payments The last decades have witnessed an ongoing transition from a goods orientation toward a service orientation in business and research (Vargo and Lusch, 2004, 2008). In recent years, this trend...

..., 2002 ; Matzler et al., 2004a). 2. The relationship between attribute performance and OCS is asymmetrical. Wei‐Jaw Deng can be contacted at: simond@chu.edu.tw © Emerald Group Publishing Limited 2008 Fuzzy logic Customer services quality Performance measures...

... quantitative measures were used as proxies for customer service, but the achievement of the relevant KPI became a goal in its own right. There appears to be an insatiable appetite for quantitative performance measures, despite their limitations, almost to the exclusion of all other performance measures...

... that organisation to develop a performance measurement system which would enable them to better understand the linkages between ES and loyalty, CS and loyalty, and business performance. It was envisaged that the data would enable the company to endorse its strategy and HR practices by demonstrating the performance...

.... Management strategy Performance measures Market orientation Brands Innovation © Emerald Group Publishing Limited 2004 A further issue with positional advantage is the need to “unpack” differentiation to consider what forms it may take. In their benchmark paper, Day and Wensley (1988...