Considers the relationship between various measurements of workplace performance. Examines data collected from 2,004 workplaces in the Australian Workplace Industrial Relations Survey . Identifies three groups, the first of which, just over half of the sample, was named the “successful...

In the drive for total quality, the interdependence of staff motivation, performance measurement, and rewards will be stressed. Turning the wheel of quality improvement – continuously – involves designing a good fit for these elements within the change processes and, more, reassessing the...

A 17‐item scale emerges following the study to develop an instrument for measuring customer service quality at trading bank branches, with a focus on retail banking. The conceptual framework addresses the psychometric shortcomings of the existing work in service quality research. A robust...

Management accounting information systems are almost wholly part of a within‐company “fortress” mentality, preventing the efficient operation of benchmarking procedures. New initiatives are required to foster an attitude of co‐operation with which to improve the competitiveness of all...

Purpose – The purpose of this article is to explore how the strategic change following a corporate takeover impacted the nature and extent of use of the firm's management control systems (MCS), in particular its performance measurement system (PMS). Design/methodology/approach – This paper...