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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/11920/1/Service_PMS_Mechanisms-_The_Way_Activities_Are_Measured.pdf
http://irep.iium.edu.my/11920/
http://www.ukm.my/fep/imac/proceedingIMACV.pdf
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spelling my.iium.irep.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 REM 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
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
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/11920/1/Service_PMS_Mechanisms-_The_Way_Activities_Are_Measured.pdf
http://irep.iium.edu.my/11920/
http://www.ukm.my/fep/imac/proceedingIMACV.pdf
_version_ 1643606556139323392
score 13.211869

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