Perspectives on performance measurement conflicts in service businesses
Article Abstract:
Several issues influence the identification and appropriation of measures associated with operational performance in service businesses. These performance measures, which are associated with customer service standards and productivity concerns, should be reflected on by general managers in determining the success of their organizations. They should also consider these concerns as standards and as a guiding criteria by which they evaluate ongoing business performance. Moreover, general managers can utilize these performance measures to effectively allocate corporate assets and resources and to realize a high level of customer service. However, managers should be aware of the difficulties and problems related with the use of these performance standards in their service operations to minimize conflicts between the various measures.
Publication Name: Journal of General Management
Subject: Business, general
ISSN: 0306-3070
Year: 1998
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The medium is the message: when old paradigm meets new technology
Article Abstract:
Paradigm gap is the degree to which conceptualization of the social effect of the technology lags behind recognition of its potential as a tool. It occurs as organizations try to adopt to new information and communications technologies. The gap particularly results as new technologies' social impact invalidates the old paradigm. Examples from the Electronic Communications Forum, which illustrates firms experiencing difficulties brought about by changes that have resulted from adopting new technologies, show that realization of information and communications developments' full potential will continue to fail as long as organizational goals will continue to be confined within boundaries established by the technology.
Publication Name: Journal of General Management
Subject: Business, general
ISSN: 0306-3070
Year: 1998
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