Applying performance measurement in service operations: analysis of contextual differences

Abstract

This paper analyses the contextual differences of service operations with the aim to widen understanding about performance measurement in services. Recent research considers service management from many viewpoints like marketing and operations management, and also the importance of performance management in service context has been recognised. The literature illustrates the variety of service environments and operations with classifications that differentiate management concerns in different types of services. However, the practical implication of service contingencies on performance measurement practice is less studied. To address this gap in the literature, this paper studies empirically three different contexts of knowledge-intensive services, public services and industrial services. Qualitative multiple-case approach is applied. As a result, the paper shows how service contingences affect performance measurement in service operations.