A Complete and Balanced Service Scorecard: Creating Value Through Sustained Performance Improvement

Acknowledgments

I am grateful to my colleagues at DePaul University, Department of Management, especially Professors Scott Young, James Belohlav, and Ray Coye, for providing me encouragement and invaluable suggestions. My special “thank you” goes to Dipak Jain, Dean, Kellogg School of Management, Northwestern University, for planting the seed and providing invaluable suggestions to focus on Service performance issues. Comments and facilitation of cases by Professor Dean Schroeder of Valparaiso University and Pavlo Schremeta, Dean of Kiev Mohyla Business School, Ukraine, are highly appreciated. Comments from Professors Robert Rubin, Erich Dierdorff, and Scott Sampson are also acknowledged. I would also like to acknowledge students Umesh Shahi, ...