| Article ID: | iaor201527393 |
| Volume: | 22 |
| Issue: | 2 |
| Start Page Number: | 210 |
| End Page Number: | 220 |
| Publication Date: | Aug 2015 |
| Journal: | International Journal of Services and Operations Management |
| Authors: | Ukko Juhani, Pekkola Sanna |
| Keywords: | performance, quality & reliability |
In this study, a framework for a customer approach to performance measurement in service operations is constructed based on earlier literature in marketing, service management and performance measurement. The study concludes that the customer's roles as a measurer and evaluator should be emphasised in the customer's non‐interactive processes related to services and in the interactive aspects of services.