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@article{185957,
        author = {Hussain Bohara and Dr. Nuzhat Sadriwala},
        title = {Performance Measurement Systems in Service Industries: Trends and Challenges},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {12},
        number = {5},
        pages = {4091-4095},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=185957},
        abstract = {This review explores performance measurement systems in the service sector, discussing how service features of intangibility, inseparability, and variability pose special measurement issues that generic manufacturing-oriented approaches do not satisfactorily meet. Based on a review of current literature across banking, hospitality, healthcare, and professional services, the paper distills important advances such as the Balanced Scorecard framework, customer-focused measures, internal process efficiency metrics, and employee performance factors. The review critically analyzes how digital transformation both augments measurement potential and generates data overload issues in concert. Special focus is placed on contextual aspects hindering universal application of standardized systems, tension between measurement sophistication and practical usability, and gaming behavior threats when measures are turned into targets. The article discusses implementation issues such as difficulties in collecting data, politics at the organizational level, and the basic question of whether or not complete performance measurement is possible in situations where value is created through human relationships and intangible contacts. The review finds that successful performance measurement in service firms calls for juggling various points of view, staying contextually aware, embracing inherent limitations, and promoting organizational learning instead of advocating final quantification of complex service delivery processes.},
        keywords = {—performance measurement, service industries, Balanced Scorecard, customer satisfaction metrics, process efficiency, service quality, intangibility.},
        month = {November},
        }