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Measuring Company Performance and Customer Satisfaction

In: Service Management

Author

Listed:
  • John R. Bryson

    (The University of Birmingham)

  • Jon Sundbo

    (Roskilde University)

  • Lars Fuglsang

    (Roskilde University)

  • Peter Daniels

    (The University of Birmingham)

Abstract

Measurement plays a critical role in the everyday management of service businesses and in the development, implementation and adaptation of both strategy and operations. It also plays an important role in monitoring and enhancing the quality of the service experience and in the co-creation of service innovations. Measurement plays an important role in underpinning and informing the everyday and strategic management of service businesses. Reading a business is part of a strategic approach to management in which a firm continually observes the business to monitor and evaluate the relationships between strategy, operations and the production of value, or outcomes. This chapter will first present and discuss core instruments for measuring service production performance. This is followed by a discussion of service quality, customer satisfaction and measures of marketing performance. Finally, this chapter explores measurement tools intended to explore firms’ innovation capabilities.

Suggested Citation

  • John R. Bryson & Jon Sundbo & Lars Fuglsang & Peter Daniels, 2020. "Measuring Company Performance and Customer Satisfaction," Springer Books, in: Service Management, edition 1, chapter 13, pages 239-259, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-52060-1_13
    DOI: 10.1007/978-3-030-52060-1_13
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