By Marc Epstein

"Advances in administration Accounting" ("AMA") publishes well-developed articles on numerous present subject matters in administration accounting which are proper to researchers in either perform and academe. As one of many most well known administration accounting learn journals, "AMA" is easily poised to satisfy the desires of administration accounting students.

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This suggests that management should consider having trained frontline employees and flight attendants provide comfort, assurance, empathy, support, and assistance to customers following service failures. This should help to enhance repurchase behavior and brand loyalty thereby improving future financial performance. INTRODUCTION Proponents of the balanced scorecard argue that improvement in areas such as customer satisfaction, quality, employee satisfaction, innovation, or growth represent investments in firm-specific assets that are not fully captured in current accounting measures.

Sveiby, K. (1997). The new organizational wealth. San Francisco, CA: Berrett-Koehler Publishers. Tangen, S. (2005). Insights from practice: Analysing the requirements of performance measurement systems. Measuring Business Excellence, 9(4), 46–54. Vitale, M. , & Mavrinac, S. C. (1995). How effective is your performance measurement system? Management Accounting, August, 43–47. SERVICE QUALITY, SERVICE RECOVERY, AND FINANCIAL PERFORMANCE: AN ANALYSIS OF THE US AIRLINE INDUSTRY Khim Ling Sim, Chang Joon Song and Larry N.

We intend to pursue this question in a follow-up study using archival data to address some of the limitations of the perceptual data obtained through this survey. By providing additional empirical evidence that SPMS impact performance, we hope to have also informed practitioners in charge of designing and implementing SPMS about some factors deserving of their attention. Our findings imply that design purposes and degree of BSC adoption are, indeed, important for the impact of the SPMS on business results; as such, we propose that they should not be simply delegated to finance or accounting professionals, but require full participation by the whole management team.

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