Use of customer satisfaction measurements to drive improvements

References

• Abdel-Maksoud, A., Dugdale, D., & Luther, R. (2005). Non-financial performance measurement in manufacturing companies. The British Accounting Review, 37(3), 261–297. doi: 10.1016/j.bar.2005.03.003
   Google Scholar
• Bititci, U., Garengo, P., Dörfler, V., & Nudurupati, S. (2012). Performance measurement: Challenges for tomorrow. International Journal of Management Reviews, 14(3), 305–327. doi: 10.1111/j.1468-2370.2011.00318.x
   Web of Science ®Google Scholar
• Bourne, M., Mills, J., Wilcox, M., Neely, A., & Platts, K. (2000). Designing, implementing and updating performance measurement systems. International Journal of Operations & Production Management, 20(7), 754–771. doi: 10.1108/01443570010330739
   Web of Science ®Google Scholar
• Cardinaels, E., & van Veen-Dirks, P. M. (2010). Financial versus non-financial information: The impact of information organization and presentation in a balanced scorecard. Accounting, Organizations and Society, 35(6), 565–578. doi: 10.1016/j.aos.2010.05.003
   Web of Science ®Google Scholar
• Eisenhardt, K. M. (1989). Building theories from case study research. Academy of Management Review, 14(4), 532–550. doi: 10.5465/amr.1989.4308385
   Web of Science ®Google Scholar
• Eklöf, J., & Selivanova, I. (2008). Human aspect in service quality: EPSI benchmark studies. Total Quality Management, 19(7–8), 827–841. doi: 10.1080/14783360802159493
   Web of Science ®Google Scholar
• EPSI Rating Editorial Board. (2011). Pan European Customer Satisfaction, EPSI Rating. London: Author.
   Google Scholar
• Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7–18. doi: 10.2307/1251898
   Web of Science ®Google Scholar
• Franco-Santos, M., Lucianetti, L., & Bourne, M. (2012). Contemporary performance measurement systems: A review of their consequences and a framework for research. Management Accounting Research, 23(2), 79–119. doi: 10.1016/j.mar.2012.04.001
   Web of Science ®Google Scholar
• Hall, M. (2008). The effect of comprehensive performance measurement systems on role clarity, psychological empowerment and managerial performance. Accounting, Organizations and Society, 33(2), 141–163. doi: 10.1016/j.aos.2007.02.004
   Web of Science ®Google Scholar
• Ittner, C. D., Larcker, D. F., & Randall, T. (2003). Performance implications of strategic performance measurement in financial services firms. Accounting, Organizations and Society, 28(7–8), 715–741. doi: 10.1016/S0361-3682(03)00033-3
   Web of Science ®Google Scholar
• Jääskeläinen, A., Laihonen, H., & Lönnqvist, A. (2014). Distinctive features of service performance measurement. Journal of Operations and Production Management, 34(12), 1466–1486. doi: 10.1108/IJOPM-02-2013-0067
   Web of Science ®Google Scholar
• Kaplan, R. S., & Norton, D. P. (2004). Strategy maps: Converting intangible assets into tangible outcomes. Boston, MA: Harvard Business School Press.
   Google Scholar
• Kristensen, K., & Westlund, A. (2003). Valid and reliable measurements for sustainable non-financial reporting. Total Quality Management and Business Excellence, 14(2), 161–170. doi: 10.1080/1478336032000051359
   Web of Science ®Google Scholar
• Lee, C., & Yang, H. (2011). Organization structure, competition and performance measurement systems and their joint effects on performance. Management Accounting Research, 22(2), 84–104. doi: 10.1016/j.mar.2010.10.003
   Web of Science ®Google Scholar
• Lervik Oslen, L., Witell, L., & Gustafsson, A. (2014). Turning customer satisfaction measurements into action. Journal of Service Management, 25(4), 556–571. doi: 10.1108/JOSM-01-2014-0025
   Web of Science ®Google Scholar
• Meredith, J. (1998). Building operations management theory through case and field research. Journal of Operations Management, 16(4), 441–454. doi: 10.1016/S0272-6963(98)00023-0
   Google Scholar
• Morgan, N. A., Anderson, E.W., & Mittal, V. (2005). Understanding firms’ customer satisfaction information usage. Journal of Marketing, 69(3), 131–151. doi: 10.1509/jmkg.69.3.131.66359
   Web of Science ®Google Scholar
• Nudurupati, S. S., Bititci, U. S., Kumar, V., & Chan, F. T. (2011). State of the art literature review on performance measurement. Computers and Industrial Engineering, 60(2), 279–290. doi: 10.1016/j.cie.2010.11.010
   Web of Science ®Google Scholar
• Rollins, M., Bellenger, D. N., & Johnston, W. J. (2012). Customer information utilization in business-to-business markets: Muddling through process? Journal of Business Research, 65(6), 758–764. doi: 10.1016/j.jbusres.2010.12.013
   Web of Science ®Google Scholar
• Skowron, L., & Kristensen, K. (2012). The impact of the recent banking crisis on customer loyalty in the banking sector: Developing versus developed countries. The TQM Journal, 24(6), 480–497. doi: 10.1108/17542731211270052
   Google Scholar
• Stern, L. D. (2006). A guide to global acquisitions. Palo Alto: Fultus.
   Google Scholar
• Taticchi, P., Tonelli, F., & Cagnazzo, L. (2010). Performance measurement and management: A literature review and a research agenda. Measuring Business Excellence, 14(1), 4–18. doi: 10.1108/13683041011027418
   Google Scholar
• Voss, C., Tsikriktsis, N, & Frohlich, M. (2002). Case research in operations management. International Journal of Operations & Production Management, 22(2), 195–219. doi: 10.1108/01443570210414329
   Web of Science ®Google Scholar
• Vyas, R, & Souchon, A. L. (2003). Symbolic use of export information: A multidisciplinary approach to conceptual development and key consequences. International Marketing Review, 20(1), 67–94. doi: 10.1108/02651330310462275
   Web of Science ®Google Scholar
• Yeniyurt, S. (2003). A literature review and integrative performance measurement framework for multinational companies. Marketing Intelligence and Planning, 21(3), 134–142. doi: 10.1108/02634500310474957
   Google Scholar