Purpose The literature acknowledges the importance of interpretative processes, discussion, and organizational learning in public performance management, but a knowledge gap remains concerning the mechanism of performance dialogue. To fill this gap, the purpose of this paper is to study the...

Purpose – The purpose of this paper is to study the distinctive features of service performance measurement. It also provides an overview of current status of performance measurement in three service sectors in Finland. Design/methodology/approach – The paper builds on two complementary...

Purpose – This paper aims to hypothesize that modern health systems are transforming towards what has been called a health ecosystem in complexity‐based health care literature. It has been argued that complexity arises from the interconnectedness, which in this paper is equated with...

Purpose – “New ways of working” refers to non‐traditional work practices, settings and locations with information and communication technologies (ICT) to supplement or replace traditional ways of working. They are being deployed in knowledge work context in order to increase employees...

Purpose – This article aims to point out the essential role of knowledge flows when studying new ways of organizing in a knowledge‐intensive service sector where organizations operate in rapidly changing markets. The purpose of this article is to analyze the concept of self‐organization...

Purpose – The purpose of this paper is to investigate the contingency factors affecting performance measurement in the service context. The paper aims to review the literature on performance measurement and synthesize it to a framework that creates a basis for analyzing measurement practices...

Purpose – The purpose of the study is to develop understanding about the role of information and knowledge in healthcare processes and thereby create a basis for practices that would better support the actual service provision. This paper seeks to model and analyze the service processes of two...

Purpose – The purpose of this paper is to investigate the implications of the networked and open nature of the service business on performance measurement. The literature has acknowledged that the value of service is increasingly produced by service systems, but solutions for measuring the...