Performance Measurement and Management Systems - Public and Private Sectors. International Journal of Productivity and Performance Management, Volume 56, Issue 5/6 (Electronic book text)

The papers presented in this e-book represent a cross-section of the best papers from the 2006 EUROMA and the 2006 EURAM Conferences tracks in performance measurement and management. There are an interesting and unconventional mix of papers on the service measurement and management; we have studies from the banking, medical and hotels sectors, and others studies reporting findings from the perspectives of sales, services and customers satisfaction.