Performance measurement and management control positioning strategies, quality and productivity: a case study of a Swedish bank

Abstract

While there are many studies on the relationship between service quality and productivity/efficiency (prodeff), between service quality and image and between services and positioning, so far, no work in the literature has examined the triangular relationship between quality, prodeff and positioning. This article aims to develop theoretically and empirically an insight understanding of the strategic relationship between service quality, prodeff and positioning strategies. A case study shows that the choice of positioning strategy is not a simple one: it is not merely a question of quality and prodeff, but concerns the behavior of the entire organization. Some key quality, prodeff and positioning measurement areas identified from the literature and the case study are outlined in the paper. Finally, the paper argues that the quality of PRODSERV and prodeff strategies must be tied to broad business and positioning strategies and should be part of the organization’s mission/vision statements.

Citation

Zineldin, M. and Bredenlöw, T. (2001), "Performance measurement and management control positioning strategies, quality and productivity: a case study of a Swedish bank", Managerial Auditing Journal, Vol. 16 No. 9, pp. 484-499. https://doi.org/10.1108/EUM0000000006082