Economic regulators provide incentives for good quality of service as well as constraints on the prices or revenue which can be charged by firms with monopoly power. Economic theory suggests that regulators should choose standards according to consumers' valuation and the marginal cost of...

This exploratory paper suggests that the current fashion for balanced, integrated performance measurement systems has led to managers focusing on improving the accuracy of the measures used rather than managing the business. Using a grounded theory approach, based on one of six "successful"...