Issues

Book Review

Measuring Customer Service Effectiveness

K. Narasimhan
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Performance measures reflecting impact of the Workplace Challenge Programme

Conrad Sebego
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Communicating six sigma's benefits to top management

Johannes Freiesleben
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Managerial qualities and operational performance: a proposed model

Garry Crilley; Colin Sharp
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Marketing measurement action research model

Diana Woodburn
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Re‐forecasting practice in the UK

Richard Barrett; Jeremy Hope
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Editorial

Insights from research

Mike Bourne; Mike Kennerley
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Focus on … the balanced scorecard

Balanced scorecard: keep it simple!

Daniele Seraphim
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Viewing the balanced scorecard in a practical light

Wei Kium Teoh
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Performance measurement in a Greek financial institute using the balanced scorecard

Panagiotis Chytas
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News, publications and reviews

Events

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