Siti‐Nabiha, A.K.; Thum, W.Y.; Sardana, G.D. - In: International Journal of Commerce and Management 22 (2012) 2, pp. 103-118
Purpose – Performance of service desk is critical to an organization. The purpose of this paper is to examine the performance measurement system of a technical assistance center at one of the largest semi‐conductor manufacturers in the world. The study examines top performance issues faced...