Title: A framework for a customer approach to performance measurement in a service context

Authors: Juhani Ukko; Sanna Pekkola

Addresses: School of Industrial Engineering and Management, Lahti School of Innovation, Saimaankatu 11, FI-15140 Lahti, Finland ' School of Industrial Engineering and Management, Lahti School of Innovation, Saimaankatu 11, FI-15140 Lahti, Finland

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.

Keywords: services; service operations; customer roles; performance measurement; performance management; framework; service management; customers.

DOI: 10.1504/IJSOM.2015.071530

International Journal of Services and Operations Management, 2015 Vol.22 No.2, pp.210 - 220

Received: 12 Feb 2014
Accepted: 17 Jun 2014
Published online: 31 Aug 2015 *

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