A framework for a customer approach to performance measurement in a service context
by Juhani Ukko; Sanna Pekkola
International Journal of Services and Operations Management (IJSOM), Vol. 22, No. 2, 2015

Abstract: In this study, a framework for a customer approach to performance measurement in service operations is constructed based on earlier literature in marketing, service management and performance measurement. The study concludes that the customer's roles as a measurer and evaluator should be emphasised in the customer's non-interactive processes related to services and in the interactive aspects of services.

Online publication date: Mon, 31-Aug-2015

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