Issues

Book reviews

Performance Management

K. Narasimhan
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Successful Customer Relationship Marketing and The Customer Management Scorecard: Managing CRM for Profit

K. Narasimhan
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Measuring and evaluating board performance

John Collier
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How do we measure the implementation of large‐scale change?

Marla Hacker; Marvin Washington
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Linking strategic objectives and operational performance: an action research‐based exploration

Keith P. Sneyd; Jennifer Rowley
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Executive pay and performance measurement practices in the UK

Monica Franco‐Santos; Mike Bourne; Russell Huntington
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The balanced scorecard and intangible assets: similar ideas, unaligned concepts

Bernard Marr; Chris Adams
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The interplay between performance measurement, organizational culture and management styles

Umit S Bititci; Kepa Mendibil; Sai Nudurupati; Trevor Turner; Patrizia Garengo
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Editorial

Editorial

Mike Bourne
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Quality focus

Key readings

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Focus on books

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Why is it difficult to succeed with quality improvements?

Professor Douglas Hensler
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Events

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Quality counts – and here's how you do it. Getting the measure of customer service

View articletitled, Quality counts – and here's how you do it. Getting the measure of customer service
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Focus on the Web

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