Measuring Company Performance and Customer Satisfaction
Measurement plays a critical role in the everyday management of service businesses and in the development, implementation and adaptation of both strategy and operations. It also plays an important role in monitoring and enhancing the quality of the servic
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Key Themes
routines or everyday practices. This is a process of strategic reflexivity in which reading, includ• What measurement instruments have been ing measurement, is a continual process supportdeveloped to control and manage service ing management practices. businesses? Each chapter in this book contributes to • How are measurement tools used by service understanding the ways in which service busifirms? nesses develop and apply tools that are designed • Measurement tools to measure performance, innovation and the • Measuring service performance evolution of the business. Nevertheless, it is • Measuring customer satisfaction and marketing important to focus on the ways in which service • Benchmarking businesses develop and apply approaches to • Innovation capability measure measurement as part of everyday business practices. This chapter explores the application of Measurement plays a critical role in the everyday approaches to measurement and evaluation by management of service businesses and in the service businesses. These include approaches development, implementation and adaptation of to measuring service firms’ key performance, both strategy and operations. It also plays an particularly production performance, customer important role in monitoring and enhancing the satisfaction and innovation capabilities. This quality of the service experience and in the co- chapter engages with the debates explored in creation of service innovations. Measurement Chap. 5 on service operations and productivity, plays an important role in underpinning and Chap. 7 on service innovation and Chap. 8 on informing the everyday and strategic manage- customer satisfaction by exploring operational ment of service businesses. Reading a business is measurement tools and explaining them in part of a strategic approach to management in detail. which a firm continually observes the business to These company performance measurements monitor and evaluate the relationships between are intended to measure failure and problems in strategy, operations and the production of value, service production and delivery, for example, or outcomes. This involves identifying areas for how to handle queuing problems and complaints, improvement that could lead to adjustments to but also the measurement of efficiency in production and delivery systems. The costs related to an Electronic Supplementary Material The online version increase in performance are also part of some of this chapter (https://doi.org/10.1007/978-3-030-52060- business approaches to measurement. Running a 1_13) contains supplementary material, which is available service business is not just a matter of improving to authorized users. © The Author(s) 2020 J. R. Bryson et al., Service Management, https://doi.org/10.1007/978-3-030-52060-1_13
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13 Measuring Company Performance and Customer Satisfaction
performance as the cost of any alteration must also be taken into consideration; service businesses must be profitable and sustainable. It is important to appreciate that meas
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