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The purpose of this paper is to identify the required factors that can be considered necessary in conceptualizing the features of an efficient and effective performance measurement system (PMS) that is appropriate in the modern organizational setting. The field of PMS is heavily researched and yet certain fundamentals of PMS, in particular the precise meaning and application of the features of PMS: data, measuring attributes consisting of measures, metrics and indicators, and methods of measurement remain unclear.

The paper uses a systematic approach in reviewing and examining existing PMS and non-PMS articles that focus on the features for measurement from 1990 (January) to 2012 (November). Further, citation analysis was used to support the review as well-cited articles are considered well-read by researchers, and hence they should have sufficient impact in the academic community.

The outcomes of this review contribute and update existing literature on PMS in three ways: identification of gaps in terms of practical usefulness and academic research; suggestions of solutions in the form of a conceptual framework to improve measurement and performance measurement using the correct features of PMS; and recommendation of a direction for future research with regard to the features of PMS.

Although the proposed concept has many merits, the conceptualized features (as yet) have not reached the stage beyond normative reasoning.

The paper defines a measure, metric and an indicator which relates to the use of accounting and non-accounting data, and suggests some of the non-accounting methods of measurement and performance measurement that can be used generally in various organizations. Using an illustration, this paper suggests appropriate ways to construct and implement the measuring attributes using appropriate measuring methods in a car maker. This paper also warns users to construct and use the features of PMS judiciously as incorrect uses of these attributes can easily be misconstrued, and thus causing incorrect inferences in decision-making.

This is a seminar paper that defines the measuring attributes of PMS for the conceptualization of a workable framework of the features of PMS.

Economists and sociologists have proposed arguments for why there can exist wage penalties for work involving helping and caring for others, penalties borne disproportionately by women. Evidence on wage penalties is neither abundant nor compelling. We examine wage differentials associated with caring jobs using multiple years of Current Population Survey (CPS) earnings files matched to O*NET job descriptors that provide continuous measures of “assisting & caring” and “concern” for others across all occupations. This approach differs from prior studies that assume occupations either do or do not require a high level of caring. Cross-section and longitudinal analyses are used to examine wage differences associated with the level of caring, conditioned on worker, location, and job attributes. Wage level estimates suggest substantive caring penalties, particularly among men. Longitudinal estimates based on wage changes among job switchers indicate smaller wage penalties, our preferred estimate being a 2% wage penalty resulting from a one standard deviation increase in our caring index. We find little difference in caring wage gaps across the earnings distribution. Measuring mean levels of caring across the U.S. labor market over nearly thirty years, we find a steady upward trend, but overall changes are small and there is no evidence of convergence between women and men.

This paper focuses on customer value analysis and measurement, framing customer value management as one of the main antecedents of the company value-creation process. The paper builds on three main pillars. First, the paper highlights the critical role of customer value in business-to-business markets, focusing on the links between the company's ability to manage customer value-creation processes and the positive financial and economic outcomes generated by loyalty effects. Secondly, the paper develops key analytical stages for an understanding of customer value. The focus is on the customer value-chain concept, including consideration of the customer information and acquisition process and its decision rules. Third, the paper illustrates the measurement process, offering an organizational framework for selecting the most suitable method for measuring perceived customer value. The methodological alternatives range from desk measures (e.g., technical computation of the total cost of ownership (TCO)) to field analysis, like those considered under both compositional and the decomposition approaches (e.g., conjoint analysis). The paper concludes with remarks on the managerial implications of these measures, as well as offering suggestions for further research on value for the customer.

The purpose of this paper is to present a business process measurement framework for the evaluation of a corpus of business processes modelled in different business process modelling approaches. The results of the application of the proposed measurement framework will serve as a basis for choosing business process modelling approaches.

The approach uses ideas of the goal question metric framework to define metrics for measuring a business process where the metrics answer the questions to achieve the goal. The weighted sum method (WSM) is used to aggregate the measure of attributes of a business process to derive an aggregate measure, and business process modelling approaches are compared based on the evaluation of business process models created in different business process modelling approaches using the aggregate measure.

The proposed measurement framework was applied to a corpus of business process models in different business process modelling approaches and is showed that insight is gained into the effect of business process modelling approach on the maintainability of a business process model. From the results, business process modelling approaches which imbibed the principle of separation of concerns of models, make use of reference or base model for a family of business process variants and promote the reuse of model elements performed highest when their models are evaluated with the proposed measurement framework. The results showed that the applications of the proposed framework proved to be useful for the selection of business process modelling approaches.

The novelty of this work is in the application of WSM to integrate metric of business process models and the evaluation of a corpus of business process models created in different business process modelling approaches using the aggregate measure.

A growing polarization of society accompanied by an erosion of the middle class is receiving increasing attention in recent German economic and social policy discussion. Our study contributes to this discussion in two ways: First, on a theoretical level we propose extended multidimensional polarization indices based on a constant elasticity of substitution (CES)-type well-being function and present a new measure to multidimensional polarization, the mean minimum polarization gap, 2DGAP. This polarization intensity measure provides transparency with regard to each single attribute, which is important for targeted policies, while at the same time respecting their interdependent relations. Second, in an empirical application, time is incorporated, in addition to the traditional income measure, as a fundamental resource for any activity. In particular, genuine personal leisure time will account for social participation in the sense of social inclusion/exclusion and Amartya Sen’s capability approach.

Instead of arbitrarily choosing the attribute parameters in the CES well-being function, the interdependent relations of time and income are evaluated by the German population. With the German Socio-Economic Panel (GSOEP) and detailed time use diary data from the German Time Use Surveys (GTUSs) 1991/1992 and 2001/2002, we quantify available and extended multidimensional polarization measures as well as our new approach to measuring the polarization of the working poor and affluent in Germany.

There are three prominent empirical results: Genuine personal leisure time in addition to income is an important and significant polarization attribute. Compensation is of economic and statistical significance. The new minimum 2DGAP approach reveals that multidimensional polarization increased in the 1990s in Germany.

The purpose of this paper is to identify the fundamentals of a performance measurement system (PMS) as discussed in the literature for the past 32 years in an attempt to provide a research agenda (RA) for future research.

The paper uses a systematic review of the business, public and non-profit sector literature in examining what constitutes the fundamentals of PMS, and how these fundamentals have influenced the use of data (especially on non-financial data), development of measuring methods, measuring attributes and measuring process.

The paper finds that there are a small number of articles providing that can be considered to have provided substantial discussion of the fundamentals of PMS. While there is no consensus on what constitute the fundamentals of PMS, using content analysis, citation analysis and on the strict criteria of necessary and/or sufficient for the existence of a PMS, this paper managed to characterize the fundamentals into six categories. This paper found that the field of PMS has not change much during the past 30 or more years, and there remains various pragmatic and research gaps that need to be addressed.

The results, outcomes, and analysis of this paper have both practical and academic implications. The gaps and recommendations for future research is consolidated into a RA that provides practitioners to evaluate existing PMS, avoid issues and seek ways to develop a conceptual (theoretical) PMS that is of greater practical significance.

The results of this study contribute toward providing an update of the current state of development and research into PMS; and managed to identify existing practical issues and research gaps of PMS, and provided a RA on which ongoing and future research efforts on this topic can be built upon.

Although there are many studies investigating attributes affecting productivity, the research into measurement of those attributes has been incomplete. In an attempt to bridge this gap, the authors reviewed the productivity literature, identified and integrated previously described attributes, and developed a measure to estimate those attributes. The developed questionnaire – questionnaire on productivity attributes (QPA) – is based on a five-dimensional conceptual framework, which consisted of human resource management, management strategy, organizational culture, production methodology, and performance. A model that measures a way to construct a linear scale from ordinal data has also been introduced. The paper aims to discuss these issues.

Initially, a pilot survey among Indian academic and industrial experts as well as employees working in manufacturing industries was conducted to optimize clarity, readability, and construction of the QPA. After pilot-testing, the 45 QPA items were further field surveyed amongst a representative sample of 311 Indian engineers, managers, and workers from manufacturing industries. One-way analysis of variance is performed to examine whether there are differences among engineers, managers, and workers in the understandability or applicability of QPA. Exploratory factor analysis is used to confirm the five-dimensional conceptual framework. Also, infit and outfit measures have been used to check the QPA model fit. To increase confidence, all retained items are tested for goodness-of-fit test. Finally, the functioning of optimal response categorization of the QPA is demonstrated in terms of frequencies, average measures, and standard error.

A five-dimensional conceptual framework is identified. A generic short scale was constructed. Finally, the developed questionnaire provides new insights into how to avoid the trade-offs commonly observed in productivity research.

The newly designed QPA appears as a general measure for productivity attributes which can be used by scholars and practitioners to conduct basic research on productivity improvement in various industries.

The aim of this paper is to describe and apply a new three‐step approach to prioritizing service attributes in formulating quality‐improvement strategies. In particular, the paper seels to demonstrate the value of impact range‐performance analysis (IRPA) and impact‐asymmetry analysis (IAA) in prioritizing quality attributes for improvement.

The proposed new analytical framework is developed and presented. Data from a survey on satisfaction with airport passenger services are then used to demonstrate the proposed approach. Improvement priorities are derived using a three‐step analytical framework.

This paper raises several conceptual issues concerning importance‐performance analysis (IPA). In particular, the study contends that direct and indirect measures of the “importance” of an attribute are not measuring the same construct.

Managers who use IPA to prioritize the improvement of service attributes might obtain misleading recommendations. In particular, managers should be aware that the impact of an attribute on overall customer satisfaction can vary significantly with different levels of performance of that attribute.

The study proposes a revised approach to IPA in which the traditional measure of “attribute‐importance” is replaced by a measure of the range of attribute‐impact on overall customer satisfaction (RIOCS). Moreover, a new analysis provides detailed information on asymmetric relationships between attribute‐level performance and overall customer satisfaction (OCS).

The purpose of this paper is to identify the fundamentals of a performance measurement system (PMS), in order to ascertain if they satisfy the measurement requirements of business process management (BPM) by means of a systematic review of the literature.

The paper uses meta‐analysis to systematically review and examine existing BPM and PMS from the business, non‐business and public sectors. A specific methodology using categorization concept was used to select the appropriate articles. In total, 42 relevant articles are selected and later analyzed. A subsequent content analysis of the information obtained is applied to identify the gaps in the current literature.

The growing interest in PMS has produced an extraordinarily large numbers of papers on the topic. This paper found that, by and large, the PMS as advocated by various authors for over 20 years (since 1990) failed to fulfill the measurement requirements of BPM. This is alarming, considering that past critics of PMS have indicated that the weaknesses of PMS in relation to BPM applied only in isolated or specific situations such as information technology (IT). These findings dispel the notion that a PMS is a prerequisite to the introduction of an effective BP in organizations.

This paper has identified the gaps (weaknesses) of current PMS in meeting the measurement requirements of BPM. This paper proposes a theoretical integrated framework which encompasses a management system, that combines with a measurement system and business processes, and which can be implemented using the popular value‐chain methodology to measure and compare performance within BP organizations.

The results presented contribute towards providing an updated overview of the current state of research into PMS and its relevance to BPM, in order to identify existing research gaps, issues and concerns upon which ongoing and future research efforts on this topic can be built.

This paper aims to measure the satisfaction of religious tourists travelling to various destinations in the Himalayas to identify the expectation-experience gaps and understand the shift in motives of travel.

The satisfaction of religious tourists is examined using holiday satisfaction (HOLSAT) model developed by Tribe and Snaith (1998). The study analyzes the expectation-experience gap using mean scores on 47 destination specific attributes for a sample of 500 respondents.

The study finds a significant gap between the expectations and experience of religious tourists traveling to sacred destinations in the Himalayas. The study also finds that motives of religious tourists have shifted from purely religious to secular touristic motives.

The results of the study reinforce the value of HOLSAT model as a potential tool to measure and enhance the satisfaction of religious tourists, indicating the attributes that can contribute positively toward tourist satisfaction.

Measuring the expectations and experience for the same set of respondents is a unique contribution of this study. The study attempts to overcome limitations of the HOLSAT model as discussed by Tribe and Snaith.