Performance management in service operational settings: a selective literature examination

Performance measurement and NPOs' effectiveness: does internal stakeholders' trust matter? Evidence from Palestine

Purpose

This study proposes a model of the effect of financial and non-financial performance measures on nonprofit organizations’ (NPOs’) effectiveness where internal stakeholders' trust play an intervening role in the aforementioned relationships.

Design/methodology/approach

Data were collected from 218 employees working at the largest Palestinian NPOs. The perceptions of these employees were used to measure the variables, and structural equation modeling was used to examine the hypotheses.

Findings

Results suggest that the use of financial and non-financial performance measures was positively related to NPOs' effectiveness. Internal stakeholders' trust showed a significant mediating effect between the use of performance measures and NPOs' effectiveness.

Practical implications

This study may be of value for NPOs' managers due to the positive effects performance measurement (PM) can have on NPO effectiveness. Managers and boards should seek to enhance their internal stakeholders' trust to achieve higher levels of effectiveness.

Originality/value

This study has three main contributions. First, it is one of the very few papers which empirically examines the links between PM and NPOs' effectiveness, rather than providing conceptual lens. Second, the paper investigates the role of stakeholders' trust as a mediating mechanism in the proposed model, a topic that has been neglected by NPOs governance researchers. Finally, the study uses data from the Palestinian context, contributing to the PM literature by providing evidence on the relationship between performance measures and NPOs' effectiveness from a non-Western context.

Efficient courts? A frontier performance assessment

Purpose

The purpose of this paper is to build performance indicators to assess efficiency for First Instance Federal Courts in Argentina and study the determinants of efficiency in Criminal Instruction Courts.

Design/methodology/approach

The efficiency scores were determined using data envelopment analysis with a database for the period 2006–2010. Then, a search of the efficiency determinants in the Criminal Instruction Courts was performed. Four output-oriented models were developed based on various explanatory and environmental variables.

Findings

Workload is an environmental variable that significantly increased the average levels of efficiency. When analyzing explanatory factors of the efficiency levels of the Criminal Instruction Courts, surrogate judges and temporary staff are more efficient on average than tenured judges and staff.

Research limitations/implications

The method chosen permits flexibility in the analysis. Future research would be interesting to develop the underlying economic model using econometric methods.

Practical implications

This paper’s contribution is twofold: first, to estimate the relative efficiency for all First Instance Federal Courts in every jurisdiction; and second, to explain the differences in efficiency in the Criminal Instruction Courts.

Social implications

This study has the potential to greatly impact the discussion of how to structure judicial procedures (from the benchmarking between different branches of Federal justice) and in the design of incentives in a judicial career (e.g. tenured vs temporary judges and clerical employees, the role of seniority of judges and clerical employees and the impact of gender in performance).

Originality/value

To the authors’ knowledge, this paper is the first scholarly article to measure efficiency in Argentine justice system using mathematical programming and econometric methods. It has academic interest since it advances on the comprehension of the underlying production function of justice service provision. The paper also has social and practical implications since it permits contributing to the institutional design and opens the discussion for further sequels with other methods and complementary purposes.

Performance measurement in airport settings: a systematic literature review

Purpose

– The purpose of this paper is to provide a comprehensive overview of the literature related to performance measurement (PM) in airport settings. Two research questions were addressed: how the literature has evolved during the last 45 years; and which performance dimensions have been emphasized during this period.

Design/methodology/approach

– For the purpose of this study, 380 documents, published between 1970 and 2015 were systematically analyzed. The literature reviewed comprises academic peer-reviewed articles, and studies published by other relevant sources, including professional-related literature.

Findings

– The literature reviewed points to three stages relating to the evolution of the PM in airport settings during the period analyzed. Although with a significant lag, this evolution seems to have followed the broad literature on PM. Moreover, a relationship between these stages and the changes occurring at the airport industry was found. Several aspects of airport multidimensional performance are identified and discussed.

Research limitations/implications

– Based on the findings of this study, it is concluded that a more comprehensive approach to airport PM is needed. In this context, a research agenda is suggested.

Practical implications

– The findings of this study have relevant practical implications for the airport industry. In this context, a framework representing a comprehensive approach to airport performance dimensions with impact on external stakeholders is presented. This framework can be a relevant contribution for researchers and practitioners which are looking for a more comprehensive and multidimensional approach to airport PM.

Originality/value

– To the best of the authors’ knowledge, this study appears to be the first to examine the literature related to airport PM according to such a comprehensive approach. A framework of the performance dimensions related to the airport business is provided.

ISO 9001 overall performance dimensions: an exploratory study

Purpose

– The purpose of this paper is to validate and assess the performance dimensions reflecting ISO 9001 benefits in service companies and to determine their relationships.

Design/methodology/approach

– A research study was carried out in 198 ISO 9001:2008 certified Greek service companies. Data were obtained through a structured questionnaire and have been analyzed with exploratory and confirmatory factor analyses.

Findings

– Four performance dimensions reflecting ISO 9001 benefits are extracted and validated, namely, product/service quality, operational, market and financial performance.

Research limitations/implications

– The research sample is limited to small and medium-sized enterprises operating in a specific European country. Further research may confirm the findings of this study to other countries as well.

Practical implications

– By determining and evaluating the performance dimensions and their inter-relationships, the ISO 9001 certified service companies are assisted to select an appropriate strategy to further improve their performance and competitiveness. The suggested model can be also used as a self-assessment and benchmarking tool for managers and practitioners alike.

Originality/value

– The present study provides a comprehensive model of performance dimensions reflecting ISO 9001 benefits in service companies.