Jääskeläinen, Aki; Laihonen, Harri; Lönnqvist, Antti - In: International Journal of Operations & Production Management 34 (2014) 12, pp. 1466-1486
Purpose – The purpose of this paper is to study the distinctive features of service performance measurement. It also provides an overview of current status of performance measurement in three service sectors in Finland. Design/methodology/approach – The paper builds on two complementary...