75972 - Service Performance Metrics

Learning outcomes

This course focuses on the tools that are used to monitor the effectiveness of service strategies and decisions. Metrics communicate the effectiveness of these decisions and are useful to assess how ressources are used, and if the firm delivers results consistent with the mission. This course explores the full range of performance metrics. It looks at where the metrics come from, what they reflect on, and how they can be analyzed to improve performance.

Course contents

• Exploratory Factor Analysisin R
• Reliability Analysis using Cronbach's Alpha in R
• Confirmatory Factor Analysis
• Structural Equation Modeling with Lisrel

Readings/Bibliography

The technical documentation of Lisrel by K. G. Jöreskog, ‎Dag Sörbom is the main reference for this course. Students may also use "Structural Equation Modeling with LISREL: Essentials and Advances" by Leslie A. Hayduk (1987, The John Hopkins University Press).

Teaching methods

Laboratory sessions. R and LISREL training. The main part of the course will be taught at the laboratory and will consist in the interactive development of service performance measurement, analyses and modeling.

Assessment methods

Group work assessment. Optional oral exam.

Non attending students will be required to take the full exam.

Further details will be provided at the beginning of the course.

Teaching tools

The course is based on introductory theory and practical training on R and Lisrel. Examples and data will be provided during the lessons.

Office hours

See the website of Marco Visentin