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...

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Main Authors:	Mohd Amir, Amizawati, Mohamad, Muslim Har Sani, Nik Ahmad, Nik Nazli
Format:	Conference or Workshop Item
Language:	English
Published:	2009
Subjects:	HF Commerce
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

id	iium-11920
recordtype	eprints
spelling	iium-119202012-04-30T00:30:19Z http://irep.iium.edu.my/11920/ Service PMS mechanisms: the way activities are measured Mohd Amir, Amizawati Mohamad, Muslim Har Sani Nik Ahmad, Nik Nazli HF Commerce 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. 2009 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/11920/1/Service_PMS_Mechanisms-_The_Way_Activities_Are_Measured.pdf Mohd Amir, Amizawati and Mohamad, Muslim Har Sani and Nik Ahmad, Nik Nazli (2009) Service PMS mechanisms: the way activities are measured. In: International Management Accounting Conference 5, 19-21 October, 2009, Cititel Mid Valley, Kuala Lumpur. http://www.ukm.my/fep/imac/proceedingIMACV.pdf
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF Commerce
spellingShingle	HF Commerce Mohd Amir, Amizawati Mohamad, Muslim Har Sani Nik Ahmad, Nik Nazli Service PMS mechanisms: the way activities are measured
description	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.
format	Conference or Workshop Item
author	Mohd Amir, Amizawati Mohamad, Muslim Har Sani Nik Ahmad, Nik Nazli
author_facet	Mohd Amir, Amizawati Mohamad, Muslim Har Sani Nik Ahmad, Nik Nazli
author_sort	Mohd Amir, Amizawati
title	Service PMS mechanisms: the way activities are measured
title_short	Service PMS mechanisms: the way activities are measured
title_full	Service PMS mechanisms: the way activities are measured
title_fullStr	Service PMS mechanisms: the way activities are measured
title_full_unstemmed	Service PMS mechanisms: the way activities are measured
title_sort	service pms mechanisms: the way activities are measured
publishDate	2009
url	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
first_indexed	2023-09-18T20:21:11Z
last_indexed	2023-09-18T20:21:11Z
_version_	1777408117517058048

Service PMS mechanisms: the way activities are measured

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