Purpose – A lack of effective and accessible customer performance measurement research is evident within the facilities management (FM) industry. The purpose of this paper is to enhance the level of performance measurement sophistication by developing the strategic application to measure...

Purpose – The paper seeks to obtain a better understanding of the extent to which service quality permeates within the Malaysian public service sector by drawing on management and customer perceptions of service quality. Design/methodology/approach – Two separate surveys were distributed to...

Purpose – The main objective of this paper is to describe state‐of‐the‐art practices for handling logistics performance management in dyadic relationships. Another objective is to explain the relationship between logistics performance management practices and customers' expected...

Attempts to introduce a quality measurement scheme (QMS) that is able to assess the immediate feedback of customers globally in real time, followed by a data mining process, which is an interactive process that involves assembling the data into a format conducive to producing a...

Purpose – This paper aims to propose a customer‐oriented, objective‐based model for evaluating the performance of logistics service providers (LSPs). Design/methodology/approach – The study develops an appropriate customer‐oriented, objective‐based measurement model for LSPs on...

This paper provides an overview of Fujitsu’s sense and response approach towards performance management. It is demonstrated using a case example of call center performance as part of Fujitsu Services. Call centers (or contact centers) are often used as case examples of how not to measure and...