Abstract:

The use of unsuitable or inadequate measures to assess key aspects of service industry performance has prompted the authors to explore a new discipline track: service performance measurement. Using a sound theoretical base, the authors endeavour to develop a new model for the service industry taking into account the current need for balanced measurements and the widely published works of Prof Fitzgerald on service business dimensions [CIMA (UK) publication series 1991, 1996, and 1999]. A model called Service Industry Scorecard will be produced that combines the strengths of SERVQUAL, Fitzgerald’s RDM, Kaplan’s BSC. This would lead to improved performance within service firms and thus enhances the significance of their contribution to the economy. It would also re-address the apparent lack of research conducted in this area and create an awareness of the importance of research regarding this issue.