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- W93820304 abstract "The paper adds to the stream of PMS research with understanding the relationship between serviceactivities and PMS design. Focusing on the association between service process types and the waysof measuring activities, the study provide a preliminary exploratory study on the practical aspect ofPMS design. Using a combination of both survey and in depth interviews, the findings show thatservice type has insignificant relationship with choice of measurement mechanisms. Instead otherfactors, strategy, intensity of competition and size, determine the measurement approaches. Moreimportantly, the results indicate that the PMS mechanisms of professional service firms is not muchdifferent from that of mass service firms. The evidence, thus, suggest that PMS is designed in a waythat matches the organizational objectives rather than focuses on the uniqueness of service businesses." @default.
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- W93820304 date "2009-01-01" @default.
- W93820304 modified "2023-09-26" @default.
- W93820304 title "Service PMS mechanisms: the way activities are measured" @default.
- W93820304 hasPublicationYear "2009" @default.
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