volume 18, issue 3, P73-86 2014
DOI: 10.1108/mbe-08-2013-0045
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Harri Laihonen, Aki Jääskeläinen, Sanna Pekkola

Abstract: Purpose – The purpose of this paper is to investigate the implications of the networked and open nature of the service business on performance measurement. The literature has acknowledged that the value of service is increasingly produced by service systems, but solutions for measuring the performance of a service system are still lacking. Design/methodology/approach – The paper constructs a conceptual framework for captu…

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