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Title: A Comparative Survey of Performance Measurement Techniques for Service Providers
Authors: Sakburanapech, Araya 
Greenough, Richard 
Chandraprakaikul, Watcharavee 
Issue Date: 2007
Publisher: University of the Thai Chamber of Commerce
Source: Araya Sakburanapech, Richard Greenough, Watcharavee Chandraprakaikul (2007) A Comparative Survey of Performance Measurement Techniques for Service Providers.
Conference: Proceedings of the 2nd International Conference on Operations and Supply Chain Management 
Abstract: The increasing of importance of services is today thedominant trend in the global world. A main objective ofthe service industry is to develop profitable and long-termrelationships with customers. Particularly, businessservices have been continuously growing as companiestend to focus more on their core competencies with lesscost. Despite this benefit, they should be aware ofassociated risks. A particular risk that the companiesoften overlook is the assessment and assurance of servicequality perceived from the providers. Although there area number of tools for monitoring and controlling theproviders’ performance, most of such instruments havebeen originally developed on the basis of manufacturingindustry rather than service industry. As such, this paperfocuses on performance measures appropriate for servicebusiness. Strengths and weaknesses of the measuretechniques are studied in order to obtain betterunderstandings of their applications to b2b services. Thisresearch leads the industrial customers and providers togreater confidence in managing and sustaining theirpartnerships. It also provides researchers with betterunderstandings of performance measurement in businessservice industry.
Rights: This work is protected by copyright. Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner.
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