Perspectives on performance measurement conflicts in service businesses

Article Abstract:

Several issues influence the identification and appropriation of measures associated with operational performance in service businesses. These performance measures, which are associated with customer service standards and productivity concerns, should be reflected on by general managers in determining the success of their organizations. They should also consider these concerns as standards and as a guiding criteria by which they evaluate ongoing business performance. Moreover, general managers can utilize these performance measures to effectively allocate corporate assets and resources and to realize a high level of customer service. However, managers should be aware of the difficulties and problems related with the use of these performance standards in their service operations to minimize conflicts between the various measures.

Customer Relations, Management Dynamics NEC, Service Industries, Methods, Practice, Executives, Customer service, Services industry, Management techniques

---

The medium is the message: when old paradigm meets new technology

Article Abstract:

Paradigm gap is the degree to which conceptualization of the social effect of the technology lags behind recognition of its potential as a tool. It occurs as organizations try to adopt to new information and communications technologies. The gap particularly results as new technologies' social impact invalidates the old paradigm. Examples from the Electronic Communications Forum, which illustrates firms experiencing difficulties brought about by changes that have resulted from adopting new technologies, show that realization of information and communications developments' full potential will continue to fail as long as organizational goals will continue to be confined within boundaries established by the technology.

Management Functions, Analysis, Management research, Organizational change

---

Similar abstracts:

• Abstracts: Long-run IPO performance analysis of German and Spanish family-owned businesses. Internationalization strategy of small and medium-sized family businesses: some influential factors
• Abstracts: Levels of assurance. Tips for preparing a business plan
• Abstracts: Hospital sector's current strength to face new pressures. A fragmented industry in transition. Influences on member commitment to group purchasing organizations
• Abstracts: Making the matrix matter: strategic information systems in financial services. part 2 Value incongruity and strategic choice
• Abstracts: On the road to the 21st century: the Chinese experience. New manager development for the 21st century. Will mainland China emerge as a new hub of private enterprise?

This website is not affiliated with document authors or copyright owners. This page is provided for informational purposes only. Unintentional errors are possible.