How to cite this paper
Danaei, A., Hemmati, M & Mardani, M. (2014). Performance measurement of administration services using balance scorecard and Kano model.Management Science Letters , 4(4), 703-706.
Refrences
Kaplan, R. S. & Norton, D. P. (1996). Using the balanced scorecard as a strategic management system. Harvard Business Review (Jan-Feb), 74 (1), 75-85.
Kaplan, R. S. & Norton, D. P. (2000). The strategy-focused organization. USA: Harvard Business School Press.
Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality. Hinshitsu: The Journal of the Japanese Society For Quality Control, April, 39-48.
Olson, E.M., & Slater, S.F. (2002). The balanced scorecard, competitive strategy, and performance. Business Horizons, 45, 11–16.
Tseng, M.L. (2010). Implementation and performance evaluation using the fuzzy network balanced scorecard. Computers & Education, 55, 188 –201.
Wang, C.H., Lu, I.Y., & Chen, C.B. (2010). Integrating hierarchical balanced scorecard with non-additive fuzzy integral for evaluating high technology firm performance. International Journal of Production Economics, 128, 413–426.
Yuksel, I., & Dag deviren, M. (2010).Using the fuzzy analytic network process (ANP) for Balanced Scorecard (BSC):A case study for a manufacturing firm. Expert Systems with Applications, 37, 1270–1278.
Kaplan, R. S. & Norton, D. P. (2000). The strategy-focused organization. USA: Harvard Business School Press.
Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality. Hinshitsu: The Journal of the Japanese Society For Quality Control, April, 39-48.
Olson, E.M., & Slater, S.F. (2002). The balanced scorecard, competitive strategy, and performance. Business Horizons, 45, 11–16.
Tseng, M.L. (2010). Implementation and performance evaluation using the fuzzy network balanced scorecard. Computers & Education, 55, 188 –201.
Wang, C.H., Lu, I.Y., & Chen, C.B. (2010). Integrating hierarchical balanced scorecard with non-additive fuzzy integral for evaluating high technology firm performance. International Journal of Production Economics, 128, 413–426.
Yuksel, I., & Dag deviren, M. (2010).Using the fuzzy analytic network process (ANP) for Balanced Scorecard (BSC):A case study for a manufacturing firm. Expert Systems with Applications, 37, 1270–1278.