Purpose – The purpose of this study is to contribute to the knowledge base on how performance measurement drives improvements in healthcare practice. Design/methodology/approach – The study is based on a single in-depth case study. The critical incident technique (CIT) has been applied in...

Purpose – The purpose of this paper is to identify the main characteristics of the Balanced Scorecard (BSC) practice in health care services Design/methodology/approach – The paper uses a case study approach focusing on three health care organisations in Sweden using the BSC. The focus is...

Purpose: Ambidexterity refers to the ability to balance contradictory items and has been extensively described in relation to technological advancement in large-sized manufacturing firms. Few studies on hospitality and tourism firms have described the balancing of innovative developments, often...

Innovation is an important source of growth for many companies. It is also challenging, as it may require that the companies build a new position in the supply chain. The literature is devoid of analysis of different ways to build such positions in the construction industry. The purpose here is...

Purpose – The purpose of this paper is to discuss how a performance measurement system called “the flow model” is designed to measure changes towards lean thinking in health care services. Design/methodology/approach – The paper integrates literature from the health care sector and the...

Purpose: Over one million organisations have a quality management system (QMS) certified to the ISO 9001 standard; however, the system requires a lot of resources and its value has been questioned. This critique also leads to a questioning of the strategic relevance of quality management. The...

Purpose: When using a service, customers often develop their own solutions by integrating resources to solve problems and co-create value. Drawing on innovation and creativity literature, this paper aims to investigate the influence of place (the service setting and the customer setting) on...

Purpose: Conducting research that is both practice- and theory-relevant is important for the service research community. Action research can be a fruitful approach for service researchers studying the transformative role of service research and wanting to make contributions to both the research...

Purpose: The purpose of this paper is to use competence theory to explore the fit between actual competencies of quality management (QM) practitioner and the perception of QM competence needs in organisations. Design/methodology/approach: This paper is based on a cross-case quantitative study...

Purpose: The purpose of this paper is to contribute to a better understanding of the role of learning in performance measurement. Design/methodology/approach: The authors develop a theoretical framework combining workplace learning theory with purposes of performance measurement. The authors...