Context, enablers and results

: a performance measurement framework for service sectors

Abstract

The main objective of this work is to develop a new specific framework for the performance measurement of service sectors which allows the assessment of the sector performance as well as to enable companies’ comparison, not only against the average sector performance, but also to other companies operating in the same sector. A review of the performance measurement existing literature was made and from the analysis of 14 frameworks and each dimension addressed on each, common performance measurement dimensions were identified. As a result, the Context, Enablers and Results frameworks is proposed as a new model for the performance measurement for service sectors.

Date of Award	2 Jul 2018
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Maria Silva (Supervisor) & Rui Sousa (Supervisor)