Purpose – This paper aims to describe a structured review framework for managing business performance. The framework entails the review of business performance, including the strategic relevance of the measures, as well as the efficiency and effectiveness of the performance measurement system...

Purpose – Processes in customer relationship management (CRM) are classified as knowledge‐intensive processes. This paper seeks to provide a framework for knowledge management (KM) support of CRM processes and to show how this framework was applied in three action research cases....

This paper uses basic principles from complexity theory, psychology and management theory to demonstrate that many traditional methods of identifying performance measures may not result in improvements in overall performance. In order to illustrate this, the paper first identifies the answers to...

The supply chain presents many challenges for management and for the design of performance measurement systems. It is possibly one of the final structural areas of business in which significant savings are to be made, and it is becoming an increasingly important strategic tool as trade becomes...

Measuring intellectual capital is on the agenda of most 21st century organisations. This paper takes a knowledge‐based view of the firm and discusses the importance of measuring organizational knowledge assets. Knowledge assets underpin capabilities and core competencies of any organisation....

Hitherto, very few performance measures have been constructed for selecting the right production system. Before a new, advanced manufacturing system (e.g. Just In Time and Flexible Manufacturing System) is implemented in a company, it is of paramount importance that extensive analysis should be...

Purpose – The purpose of this paper is to provide a conceptual framework along with underlying propositions for the design and deployment of telemedicine projects which provide healthcare organizations with strategic benefits. Design/methodology/approach – Field research conducted at four...

Purpose – Demand-based pricing fixes price according to customers’ perceptions of service value and to their resulting willingness to pay. This pricing approach enables service companies to align their prices to customers’ preferences and to their expenditure propensity. Accordingly, it...

Purpose Big data analytics (BDA) helps service providers with customer insights and competitive information. It also empowers customers with insights about the relative merits of competing services. The purpose of this paper is to address the research question, “How does big data analytics...

The phenomenal growth of the Internet has persuaded many companies of its potential as a channel for outsourcing information systems applications. Application service providers (ASP) are firms that offer outsourcing application services to many organizations via the Internet. By contracting ASP,...