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 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...

The aim of this study is to create a measurement system for evaluating the effectiveness and innovative capability of the Lahti University Consortium. The Lahti University Consortium is a network university, which was established by four Finnish universities and offers services provided by...