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Coming up short : on nonfinancial, performance, measurement

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      <subfield code="a">Coming up short</subfield>
      <subfield code="b">: on nonfinancial, performance, measurement</subfield>
      <subfield code="c">by Christopher D. Ittner and David F. Larcker</subfield>
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      <subfield code="a">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?</subfield>
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      <subfield code="g">November 2003 ; p. 88-95</subfield>
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