Kaplan and Norton (2001) presented their Balanced Scorecard (BSC) for the measurement of corporate performance and the setting of measures for employees' performance and adaptation to fit into corporate dynamism. Studies show that when a leader is unable to raise his/her followers' level of...

Kaplan and Norton (2001) presented their Balanced Scorecard (BSC) for the measurement of corporate performance and the setting of measures for employees' performance and adaptation to fit into corporate dynamism. Studies show that when a leader is unable to raise his/her followers' level of...

This study seeks to explain the influence of several individual service capabilities and their interactions on customer relationship management (CRM) performance in the banking industry. Two samples are analysed (bank staff and bank customers) and an empirical study is carried out using a...

Multi-perspective performance reporting systems (MPRS), such as the balanced scorecard (BSC), have become popular. The BSC reports performance about four perspectives (learning and growth, internal business processes, customer and financials). Although these systems are important, research in...

Multi-perspective performance reporting systems (MPRS), such as the balanced scorecard (BSC), have become popular. The BSC reports performance about four perspectives (learning and growth, internal business processes, customer and financials). Although these systems are important, research in...