Service PMS mechanisms: the way activities are measured
The paper adds to the stream of PMS research with understanding the relationship between service activities and PMS design. Focusing on the association between service process types and the ways of measuring activities, the study provide a preliminary exploratory study on the practical aspect of...
| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2009
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/11920/ http://irep.iium.edu.my/11920/ http://irep.iium.edu.my/11920/1/Service_PMS_Mechanisms-_The_Way_Activities_Are_Measured.pdf |
| Summary: | The paper adds to the stream of PMS research with understanding the relationship between service
activities and PMS design. Focusing on the association between service process types and the ways
of measuring activities, the study provide a preliminary exploratory study on the practical aspect of
PMS design. Using a combination of both survey and in depth interviews, the findings show that
service type has insignificant relationship with choice of measurement mechanisms. Instead other
factors, strategy, intensity of competition and size, determine the measurement approaches. More
importantly, the results indicate that the PMS mechanisms of professional service firms is not much
different from that of mass service firms. The evidence, thus, suggest that PMS is designed in a way
that matches the organizational objectives rather than focuses on the uniqueness of service businesses. |
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