An assessment of performance-related practices in service operational settings: measures and utilization patterns

Abstract

The objective of this study is to examine the current practices related to performance measurement in service operational settings. Several statistical procedures are utilized to analyse the data collected from Portuguese service organizations. These procedures include multiple regression analysis, cluster analysis, and gap analysis. Overall, the results of this study indicate that service organizations are beginning to view performance from a broad, organizational perspective. However, they are still, to a certain extent, emphasizing financial measures of performance. This study provides managers of service organizations with valuable insights into the organizational role of performance measures and measurement. This line of research is consistent with the significant growth of the service sector in recent years.