scholarly journals Extrinsic and intrinsic factors in the Balanced Scorecard adoption: An empirical study in Portuguese organizations

2016 ◽  
Vol 25 (2) ◽  
pp. 47-55 ◽  
Author(s):  
Patrícia Rodrigues Quesado ◽  
Beatriz Aibar-Guzmán ◽  
Lúcia Lima Rodrigues
Keyword(s):  
Empirical Study ◽  
Balanced Scorecard ◽  
The Balanced Scorecard ◽  
Intrinsic Factors ◽  
Extrinsic And Intrinsic Factors

scholarly journals The relationship between employee and customer satisfaction in the balanced scorecard

2014 ◽  
Vol 9 (3) ◽  
pp. 285-298 ◽  
Author(s):  
DG Gouws ◽  
A Habtezion ◽  
FNS Vermaak ◽  
H P Wolmarans
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Performance Measures ◽  
Balanced Scorecard ◽  
Employee Satisfaction ◽  
Direct Relationship ◽  
Preliminary Testing ◽  
The Balanced Scorecard ◽  
Key Drivers ◽  
The Relationship

This paper reports evidence of a direct relationship between employee satisfaction and customer satisfaction as they are linked in the balanced scorecard. The objective was to propose a framework that shows the linkage between employee satisfaction and customer satisfaction and to undertake some preliminary testing of this framework. An empirical study was undertaken in an airline business which investigated these relationships between employee and customer satisfaction and the correlations between these performance measures. The relationship between the key drivers of employee satisfaction and the key drivers of customer satisfaction was also investigated. The study provides empirical evidence supporting several linkages.

Learning to create value through the ‘balanced scorecard' model: an empirical study

2015 ◽  
Vol 27 (9-10) ◽  
pp. 1121-1139 ◽  
Author(s):  
Jordi Perramon ◽  
Alfredo Rocafort ◽  
Llorenç Bagur-Femenias ◽  
Josep Llach
Keyword(s):  
Empirical Study ◽  
Balanced Scorecard ◽  
The Balanced Scorecard

scholarly journals IT-ENABLED DYNAMIC CAPABILITY ON PERFORMANCE: AN EMPIRICAL STUDY OF BSC MODEL

2017 ◽  
Vol 57 (3) ◽  
pp. 215-231 ◽  
Author(s):  
Adilson Carlos Yoshikuni ◽  
Alberto Luiz Albertin
Keyword(s):  
Empirical Study ◽  
Balanced Scorecard ◽  
Corporate Performance ◽  
Dynamic Capability ◽  
Path Modeling ◽  
The Balanced Scorecard ◽  
Positive Effects ◽  
Endogenous Variables ◽  
Using Data ◽  
Performance Results

ABSTRACT Few studies have investigated the influence of "information capital," through IT-enabled dynamic capability, on corporate performance, particularly in economic turbulence. Our study investigates the causal relationship between performance perspectives of the balanced scorecard using partial least squares path modeling. Using data on 845 Brazilian companies, we conduct a quantitative empirical study of firms during an economic crisis and observe the following interesting results. Operational and analytical IT-enabled dynamic capability had positive effects on business process improvement and corporate performance. Results pertaining to mediation (endogenous variables) and moderation (control variables) clarify IT's role in and benefits for corporate performance.

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