Development of an integrated closed loop performance management model for service industries

Abstract

Performance Management has been a topic of interest for newlineacademicians and practitioners In todays competitive environment with newlineservice industries sprouting at an incredible rate service performance newlinemanagement becomes an essential strategy for success and survival The newlinepresent research work aims to develop an integrated closed loop performance newlinemanagement model for suitable service industries newlineA review of available literature has shown that service performance newlinemeasurement is still a relatively new topic for research Majority of the newlineservice organizations still uses production measures as performance newlinedimensions The intangible nature of service operations requires a multidimensional newlineanalysis and such a multidimensional analysis with cost time newlineand service quality as performance measures in the service sector is rarely newlinefound in the literature newline newline