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An investigation on PMS attributes in service organisations in Malaysia

The purpose of this paper is to make a contribution to the performance measurement system (PMS) literature by concentrating on the service context. Providing a Malaysian perspective on PMS design, the study aims to identify the desirable PMS attributes that are perceived to be important for the serv...

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Main Authors: Mohd Amir, Amizawati, Nik Ahmad, Nik Nazli, Mohamad, Muslim Har Sani
Format: Article
Language:English
Published: Emerald Group Publishing Limited 2010
Subjects:
HF5601 Accounting. Bookkeeping
HF5717 Business communication
Online Access:http://irep.iium.edu.my/5407/2/An_investigation_MuslimHar.pdf
http://irep.iium.edu.my/5407/
http://www.emeraldinsight.com/journals.htm?articleid=1891502&show=html
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spelling my.iium.irep.54072012-04-22T04:44:27Z http://irep.iium.edu.my/5407/ An investigation on PMS attributes in service organisations in Malaysia Mohd Amir, Amizawati Nik Ahmad, Nik Nazli Mohamad, Muslim Har Sani HF5601 Accounting. Bookkeeping HF5717 Business communication The purpose of this paper is to make a contribution to the performance measurement system (PMS) literature by concentrating on the service context. Providing a Malaysian perspective on PMS design, the study aims to identify the desirable PMS attributes that are perceived to be important for the service sector. Data were collected by administering a mail questionnaire survey to top-level management of private service firms operating in Malaysia. The sampling frame was based on information provided by the Department of Statistics, Malaysia, and the Central Bank of Malaysia. An extensive search of directories/portals was undertaken to compile the mailing list of each service sector. Samples were randomly selected from the list using proportionate stratified sampling. The findings suggest that service firms placed greater emphasis on elements of performance evaluation, benchmarking, timeliness and precise PMS information. Differentiation strategy and intensity of competition are the most prominent factors that influence the choice of PMS attributes. The limitation of the study pertains to the low response from the foreign-owned service firms operating in Malaysia, thus limiting the generalisability of the findings to local-owned firms. To service managers, the evidence demonstrates the relevance of PMS in service firms, where the greater strategic uncertainty and intensity of market competition requires greater reliance on contemporary PMS attributes. The evidence indicates the applicability of PMS in managing both professional service and mass service firms that removed the traditional view that all service activities are unique. Emerald Group Publishing Limited 2010-01 Article REM application/pdf en http://irep.iium.edu.my/5407/2/An_investigation_MuslimHar.pdf Mohd Amir, Amizawati and Nik Ahmad, Nik Nazli and Mohamad, Muslim Har Sani (2010) An investigation on PMS attributes in service organisations in Malaysia. International Journal of Productivity and Performance Management, 59 (8). pp. 734-756. ISSN 1741-0401 http://www.emeraldinsight.com/journals.htm?articleid=1891502&show=html DOI 10.1108/17410401011089445
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 HF5601 Accounting. Bookkeeping
HF5717 Business communication
spellingShingle HF5601 Accounting. Bookkeeping
HF5717 Business communication
Mohd Amir, Amizawati
Nik Ahmad, Nik Nazli
Mohamad, Muslim Har Sani
An investigation on PMS attributes in service organisations in Malaysia
description The purpose of this paper is to make a contribution to the performance measurement system (PMS) literature by concentrating on the service context. Providing a Malaysian perspective on PMS design, the study aims to identify the desirable PMS attributes that are perceived to be important for the service sector. Data were collected by administering a mail questionnaire survey to top-level management of private service firms operating in Malaysia. The sampling frame was based on information provided by the Department of Statistics, Malaysia, and the Central Bank of Malaysia. An extensive search of directories/portals was undertaken to compile the mailing list of each service sector. Samples were randomly selected from the list using proportionate stratified sampling. The findings suggest that service firms placed greater emphasis on elements of performance evaluation, benchmarking, timeliness and precise PMS information. Differentiation strategy and intensity of competition are the most prominent factors that influence the choice of PMS attributes. The limitation of the study pertains to the low response from the foreign-owned service firms operating in Malaysia, thus limiting the generalisability of the findings to local-owned firms. To service managers, the evidence demonstrates the relevance of PMS in service firms, where the greater strategic uncertainty and intensity of market competition requires greater reliance on contemporary PMS attributes. The evidence indicates the applicability of PMS in managing both professional service and mass service firms that removed the traditional view that all service activities are unique.
format Article
author Mohd Amir, Amizawati
Nik Ahmad, Nik Nazli
Mohamad, Muslim Har Sani
author_facet Mohd Amir, Amizawati
Nik Ahmad, Nik Nazli
Mohamad, Muslim Har Sani
author_sort Mohd Amir, Amizawati
title An investigation on PMS attributes in service organisations in Malaysia
title_short An investigation on PMS attributes in service organisations in Malaysia
title_full An investigation on PMS attributes in service organisations in Malaysia
title_fullStr An investigation on PMS attributes in service organisations in Malaysia
title_full_unstemmed An investigation on PMS attributes in service organisations in Malaysia
title_sort investigation on pms attributes in service organisations in malaysia
publisher Emerald Group Publishing Limited
publishDate 2010
url http://irep.iium.edu.my/5407/2/An_investigation_MuslimHar.pdf
http://irep.iium.edu.my/5407/
http://www.emeraldinsight.com/journals.htm?articleid=1891502&show=html
_version_ 1643605536025870336
score 13.211869

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