Leadership And Measurement Systems For Market-Driven Service Performance

Topics:
Strategic Management Tools
Tags:
Balanced Scorecard,
Texas A&M University,
Strategy,
Performance Management,
Performance,
Measurement System,
Marketing Research,
Marketing,
Management,
Leadership,
...
Source:
Texas A&M University

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Overview: In today’s era, pursuing a market-centric strategy helps in sustaining an organization in the long run. Therefore, recent years have seen an increase in the importance of measurement systems that enable market driven service performance. These systems help to bridge the gap between service expectation and delivery. This, in turn, helps in strengthening customer loyalty and rendering customer ‘delight’. Balanced Scorecard is one such measurement system. It is an approach to measure performance in an organization wherein the objectives and measures are derived from the organization’s vision and strategy. The paper examines these issues in detail.

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Format: HTML | Size: 95KB | Date: Jan 2003 | Pages: 17

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