Purpose – The purpose of this paper is to find a means of connecting strategic management and operative performance measurement. Design/methodology/approach – The paper focuses on the balanced scorecard (BSC), its levels of use and utilization, the influence of specific features, the most...

Purpose The previous literature has indicated that the productisation of services may play a role in service management, although a certain level of obscurity still surrounds the concept. Therefore, the purpose of this paper is to clarify the meaning of service productisation (SP) as well as to...