Measuring Business Excellence


Performance Management and Measurement

Table Of Contents: Volume 11 Issue 2

Successful performance management? Apply the strategic performance management development cycle!

André A. de Waal

This paper seeks to provide a method which increases the chance of successful implementation and use of a performance management system (PMS). This method should

Driving performance in a multi‐agency partnership using outcome measures: a case study

Maurice Atkinson, Valerie Maxwell

This paper aims to present the rationale for the adoption of a performance measurement approach within a partnership setting, the process followed to develop a

Dynamic stringing: improving cross‐functional accountability

Charles R. Emery

This article sets out to examine the common organizational problem of inadequate tracking and follow‐through of cross‐functional corrective actions and strategic

Demographic predictors of service satisfaction in Greek public organizations

Zoe S. Dimitriades, Theodore S. Maroudas

The study aims to extend satisfaction research by investigating potential gender and age effects on perceptions of satisfaction in a public service environment.

Customer value as a key performance indicator (KPI) and a key improvement indicator (KII)

Djoko Setijono, Jens J. Dahlgaard

The purpose of the paper is to develop existing tools or methodologies to measure customer value during acquisition and use, in such a way that the measures concurrently

The behavioral sequence of information education services industry in Taiwan: relationship bonding tactics, relationship quality and behavioral loyalty

Chiung‐Ju Liang, Wen‐Hung Wang

The purpose of the paper is to summarize existing evidence about the behavioral sequence of relationship marketing at the individual customer level, and to offer a



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Emerald Publishing Limited

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  • Mr Jos Van Iwaarden
  • Professor Giovanni Schiuma