A contingency approach to performance measurement in service operations

Abstract

If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/ authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. SummaryPurpose -The purpose of this paper is to investigate the contingency factors affecting performance measurement in the service context. The paper aims to review the literature on performance measurement and synthesize it to a framework that creates a basis for analyzing measurement practices in various kinds of service contexts.Design/methodology/approach -In order to obtain a fresh update to the existing knowledge on the topic, a systematic literature review was carried out. Around 8,000 articles published between 2005 and 2011 were reviewed and as a result 80 papers were chosen for a more detailed examination.Findings -The paper applies a fresh approach to performance measurement in services, increasing generalizability of case study findings. By analyzing a large set of studies, the study identifies contextual factors that affect performance measurement in service operations. The resulting framework acts as a foundation for further research on performance measurement in services.Practical implications -The results of this research can be further refined into more practice-oriented framework. After further field research and testing, the framework can be linked to practical recommendations in different settings of measurement development. Originality/value -The measurement of service operations is known to be challenging due to some service-specific features. Much of the existing research on the topic has been carried out in a specific service industry with a specific measurement need. In order to increase generalizability, there is also a need to carry out cross-case analysis identifying patterns among individual case studies. This supports the application of lessons learned from a certain specific setting into other fields. There is very limited knowledge on the contingency factors related to measurement system development caused by service context.

The Comprehensive Perspective On Pms – The Strategy Implementation Measurement And Intra-Organizational Factors

“…The main limitation of the study presented was the perspective of analysis chosen. It is worth investigating whether the strategy implementation measurement system should include the specific features of industry, which was also confirmed by Jääskeläinen et. al (2012).…”

Strategic orientation and information technological turbulence

“…Firms are considered as contingency-based organization when adapting to business environment, such as a choice of product market domain to deal with entrepreneurial problem, choice of innovation to deal with engineering problem, and reducing uncertainty to overcome administration problem (Puranam et al, 2014). The generic contingency factors include implementing strategy, organization size and structure, information system ( Jääskelainen et al, 2012).…”

“…This approach has been used to examine the solution in various industries, e.g. SMEs and public organization in different national cultures (Jääskelainen, et al, 2012).…”

RFM customer analysis for product-oriented services and service business development: an interventionist case study of two machinery manufacturers

“…In this case, the machinery fleet can be described as the installed base that exist at an OEM's customers sites, and which offers a certain potential for after-sales service for the OEM. Importantly, although research points to advancements in measuring and managing the performance of service operations (e.g., Jääskeläinen et al 2012;Pekkola et al 2016), research does not yet adequately cover how managers can measure, analyze, and understand the service business potential of an industrial machinery fleet.…”