The Key Indicators Used to Measure the Performance of the Service Companies: A Literature Review

Abstract

Performance has begun to become a real challenge for those who want to study it. So much has been written about performance over time that you can hardly imagine that you have something new to add. But as technology advances at astonishing speed and the world adapts to changes in the environment, the ways to evaluate and improve performance will need to be adapted to the times we live in. Through this paper, the authors aim to identify the most used performance indicators in the field of services, but also the fewest used indicators of performance that can be found in the literature. Following the findings, the authors wish to identify the less-valued areas when it comes to service performance, to further improve the performance area of industrial services.

Keywords

• performance
• industrial services
• industrial service performance
• key performance indicators