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

Author

Listed:
  • Juhani Ukko
  • Sanna Pekkola

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.

Suggested Citation

  • Juhani Ukko & Sanna Pekkola, 2015. "A framework for a customer approach to performance measurement in a service context," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 22(2), pages 210-220.
    • Handle: RePEc:ids:ijsoma:v:22:y:2015:i:2:p:210-220
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    Cited by:

    1. Juhani Ukko & Sanna Pekkola, 2016. "Customer-centered measurement of service operations: a B2B case study," Operations Management Research, Springer, vol. 9(1), pages 11-21, June.

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