Coming up short : on nonfinancial, performance, measurement

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<subTitle>: on nonfinancial, performance, measurement</subTitle>
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<namePart>Ittner, Christopher</namePart>
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<abstract>In the past decade, increasing numbers of companies have been measuring customer loyalty, employee satisfaction, and other performance areas that are not financial but that the belive ultimately affect profitability. Doing so can offer several benefits. But the reality is that only a few companies realize these benefits. Why?</abstract>
<note type="statement of responsibility">by Christopher D. Ittner and David F. Larcker</note>
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<topic>Medición de la calidad</topic>
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<text>November 2003 ; p. 88-95</text>
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