New PDF release: Business performance measurement: theory and practice

By Andy Neely

ISBN-10: 052180342X

ISBN-13: 9780521803427

The sector of functionality dimension has developed quickly within the previous couple of years with the advance of latest dimension frameworks and methodologies, corresponding to the balanced scorecard, the functionality prism, fiscal price additional, financial revenue, task dependent costing and self-assessment thoughts. This multidisciplinary, overseas booklet attracts jointly the foremost topics to supply an updated precis of the best principles in company functionality size, concept and perform. It contains viewpoints from a number of fields together with accounting, operations administration, advertising and marketing, approach and organizational habit. The e-book will attract graduate scholars, managers and researchers attracted to functionality size, no matter what their self-discipline.

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Knowing how customer satisfaction, for example, varies across different market segments can provide 36 Bruce Clark powerful management insights. Conversely, consider segmenting markets by some of these measures. What, for example, does your loyal customer segment look like when compared to your non-loyal segment? Progress, confusion, and hope Marketing as a field has made tremendous progress in aiding better understanding of the “lagged, multivocal” nature of marketing performance, discussed at the beginning of this article.

Recent innovations in performance measurement In the past decade, four concepts have commanded extensive attention as representing good marketing inputs. All, to a varying extent, adopt the perspective that marketing needs to focus less on completing the individual transaction and more on developing long-term relationships with profitable customers. This section briefly reviews each of the following concepts: market orientation, customer satisfaction, customer loyalty, and brand equity. Market orientation The market-orientation perspective – also variously described as marketing oriented and market driven (Jaworski and Kohli, 1996; Wrenn, 1997) – suggests that good marketing involves activities that develop and use intelligence about the market.

1993). Brand equity: Snark or boojum? International Journal of Research in Marketing, 10, 93–104. N. (1961). Measuring productivity in marketing. In 1960 Proceedings of the Business and Economic Section of the American Statistical Association. Washington, DC: American Statistical Association. C. (1992). Agency relationships in marketing: A review of the implications and applications of agency and related theories. Journal of Marketing, 56(3), 1–24. , and Ramaswami, S. (1994). Reconciling diverse measures of performance: A conceptual framework and test of a methodology.

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Business performance measurement: theory and practice by Andy Neely


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