This paper analyses the contextual differences of service operations with the aim to widen understanding about performance measurement in services. Recent research considers service management from many viewpoints like marketing and operations management, and also the importance of performance...

<italic>This paper looks at a little-studied question: what are the strategic choices behind the selection and implementation of performance measurement practices in public sector entities? The paper presents a new strategy framework which provides a structured approach to the many options available for...</italic>