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Abstract
Service-Based Companies (SBCs) operate in a fiercely and intense competitive market. In order to support the business processes and as a prerequisite for managing, analyzing and optimizing these processes, the measurement of performance and process attributes is required. While much of the available literature provides good guidelines regarding Performance Measurement (PM) in Product-Based Companies, there is less focus addressing challenges of measuring performance in SBCs. Because of the important role of SBCs in today’s economic environment, this paper focuses on measuring their performance. A new standardized framework is proposed where the strengths of the existing Performance Measurement approaches and the SBCs characteristics are taken into account.
Recommended Citation
Jamous, Naoum; Yazdani, Faranak; and Arndt, Hans-Knud, "Measuring the Performance of Service-Based Companies" (2020). AMCIS 2020 Proceedings. 4.
https://aisel.aisnet.org/amcis2020/strategic_uses_it/strategic_uses_it/4
Measuring the Performance of Service-Based Companies
Service-Based Companies (SBCs) operate in a fiercely and intense competitive market. In order to support the business processes and as a prerequisite for managing, analyzing and optimizing these processes, the measurement of performance and process attributes is required. While much of the available literature provides good guidelines regarding Performance Measurement (PM) in Product-Based Companies, there is less focus addressing challenges of measuring performance in SBCs. Because of the important role of SBCs in today’s economic environment, this paper focuses on measuring their performance. A new standardized framework is proposed where the strengths of the existing Performance Measurement approaches and the SBCs characteristics are taken into account.
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