An investigation on PMS attributes in service organisations in Malaysia

The purpose of this paper is to make a contribution to the performance measurement system (PMS) literature by concentrating on the service context. Providing a Malaysian perspective on PMS design, the study aims to identify the desirable PMS attributes that are perceived to be important for the serv...

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Main Authors:	Mohd Amir, Amizawati, Nik Ahmad, Nik Nazli, Mohamad, Muslim Har Sani
Format:	Article
Language:	English
Published:	Emerald Group Publishing Limited 2010
Subjects:	HF5601 Accounting. Bookkeeping HF5717 Business communication
Online Access:	http://irep.iium.edu.my/5407/ http://irep.iium.edu.my/5407/ http://irep.iium.edu.my/5407/ http://irep.iium.edu.my/5407/2/An_investigation_MuslimHar.pdf

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spelling	iium-54072012-04-22T04:44:27Z http://irep.iium.edu.my/5407/ An investigation on PMS attributes in service organisations in Malaysia Mohd Amir, Amizawati Nik Ahmad, Nik Nazli Mohamad, Muslim Har Sani HF5601 Accounting. Bookkeeping HF5717 Business communication The purpose of this paper is to make a contribution to the performance measurement system (PMS) literature by concentrating on the service context. Providing a Malaysian perspective on PMS design, the study aims to identify the desirable PMS attributes that are perceived to be important for the service sector. Data were collected by administering a mail questionnaire survey to top-level management of private service firms operating in Malaysia. The sampling frame was based on information provided by the Department of Statistics, Malaysia, and the Central Bank of Malaysia. An extensive search of directories/portals was undertaken to compile the mailing list of each service sector. Samples were randomly selected from the list using proportionate stratified sampling. The findings suggest that service firms placed greater emphasis on elements of performance evaluation, benchmarking, timeliness and precise PMS information. Differentiation strategy and intensity of competition are the most prominent factors that influence the choice of PMS attributes. The limitation of the study pertains to the low response from the foreign-owned service firms operating in Malaysia, thus limiting the generalisability of the findings to local-owned firms. To service managers, the evidence demonstrates the relevance of PMS in service firms, where the greater strategic uncertainty and intensity of market competition requires greater reliance on contemporary PMS attributes. The evidence indicates the applicability of PMS in managing both professional service and mass service firms that removed the traditional view that all service activities are unique. Emerald Group Publishing Limited 2010-01 Article PeerReviewed application/pdf en http://irep.iium.edu.my/5407/2/An_investigation_MuslimHar.pdf Mohd Amir, Amizawati and Nik Ahmad, Nik Nazli and Mohamad, Muslim Har Sani (2010) An investigation on PMS attributes in service organisations in Malaysia. International Journal of Productivity and Performance Management, 59 (8). pp. 734-756. ISSN 1741-0401 http://www.emeraldinsight.com/journals.htm?articleid=1891502&show=html DOI 10.1108/17410401011089445
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF5601 Accounting. Bookkeeping HF5717 Business communication
spellingShingle	HF5601 Accounting. Bookkeeping HF5717 Business communication Mohd Amir, Amizawati Nik Ahmad, Nik Nazli Mohamad, Muslim Har Sani An investigation on PMS attributes in service organisations in Malaysia
description	The purpose of this paper is to make a contribution to the performance measurement system (PMS) literature by concentrating on the service context. Providing a Malaysian perspective on PMS design, the study aims to identify the desirable PMS attributes that are perceived to be important for the service sector. Data were collected by administering a mail questionnaire survey to top-level management of private service firms operating in Malaysia. The sampling frame was based on information provided by the Department of Statistics, Malaysia, and the Central Bank of Malaysia. An extensive search of directories/portals was undertaken to compile the mailing list of each service sector. Samples were randomly selected from the list using proportionate stratified sampling. The findings suggest that service firms placed greater emphasis on elements of performance evaluation, benchmarking, timeliness and precise PMS information. Differentiation strategy and intensity of competition are the most prominent factors that influence the choice of PMS attributes. The limitation of the study pertains to the low response from the foreign-owned service firms operating in Malaysia, thus limiting the generalisability of the findings to local-owned firms. To service managers, the evidence demonstrates the relevance of PMS in service firms, where the greater strategic uncertainty and intensity of market competition requires greater reliance on contemporary PMS attributes. The evidence indicates the applicability of PMS in managing both professional service and mass service firms that removed the traditional view that all service activities are unique.
format	Article
author	Mohd Amir, Amizawati Nik Ahmad, Nik Nazli Mohamad, Muslim Har Sani
author_facet	Mohd Amir, Amizawati Nik Ahmad, Nik Nazli Mohamad, Muslim Har Sani
author_sort	Mohd Amir, Amizawati
title	An investigation on PMS attributes in service organisations in Malaysia
title_short	An investigation on PMS attributes in service organisations in Malaysia
title_full	An investigation on PMS attributes in service organisations in Malaysia
title_fullStr	An investigation on PMS attributes in service organisations in Malaysia
title_full_unstemmed	An investigation on PMS attributes in service organisations in Malaysia
title_sort	investigation on pms attributes in service organisations in malaysia
publisher	Emerald Group Publishing Limited
publishDate	2010
url	http://irep.iium.edu.my/5407/ http://irep.iium.edu.my/5407/ http://irep.iium.edu.my/5407/ http://irep.iium.edu.my/5407/2/An_investigation_MuslimHar.pdf
first_indexed	2023-09-18T20:14:00Z
last_indexed	2023-09-18T20:14:00Z
_version_	1777407665500061696

An investigation on PMS attributes in service organisations in Malaysia

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