Effects of balanced scorecard on performance of firms in the service sector

Kairu, Esther W. and Wafula, Moses O. and Okaka, Ochieng and Odera, Odhiambo and Akerele, Emmanuel Kayode (2013) Effects of balanced scorecard on performance of firms in the service sector. European Journal of Business and Management, 5 (9). pp. 81-88. ISSN 2222-1905

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Abstract

This study sought to establish the effects of the Balanced Scorecard (BSC) on performance of firms in the service
sector. The study location was in Kakamega Municipality, Kenya and a survey research design involving 200 service
providing firms was utilized. Stratified random sampling procedure was adopted with the strata organized based on the
nature of services offered. After the stratification,simple random sampling was utilized to select the respondent firms. Semi-structured questionnaires were employed to collect primary data which were analyzed through descriptive statistics. The study revealed that non-financial criteria are as important as financial criteria in measurement systems and when both measures are integrated in the system, they lead to superior results.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: No
Item Status: Live Archive
Additional Information: The journal is licensed under a Creative Commons Attribution 3.0 Unported (CC BY 3.0) License. The readers of this journal are free to share, copy, adapt, distribute and transmit the work or to make commercial use of the work.
Faculty / Department / School: Historic - Faculty of Business and Law - School of Accounting, Economics and Finance
Date Deposited: 07 May 2013 06:30
Last Modified: 07 Jun 2013 09:44
Uncontrolled Keywords: balanced scorecard; firm performance; service sector
Fields of Research : 15 Commerce, Management, Tourism and Services > 1501 Accounting, Auditing and Accountability > 150105 Management Accounting
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150310 Organisation and Management Theory
15 Commerce, Management, Tourism and Services > 1503 Business and Management > 150399 Business and Management not elsewhere classified
Socio-Economic Objective: B Economic Development > 91 Economic Framework > 9104 Management and Productivity > 910404 Productivity (excl. Public Sector)
URI: http://eprints.usq.edu.au/id/eprint/23448

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