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 – New Ways of Working (NewWoW) refers to a novel approach for improving the performance of knowledge work. The purpose of this paper is to seek innovative solutions concerning facilities, information technology tools and work practices in order to be able to “work smarter, not...

Purpose – The starting‐point of this paper is the observation that, while intellectual capital (IC) management seems to be a potential approach for non‐profit elderly care organizations, there is a lack of empirical evidence on how it could actually be applied. This paper aims to add to...

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...

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...