The Electronic Journal of Knowledge Management aims to publish perspectives on topics relevant to the study, implementation and management of knowledge management
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Journal Issue
Volume 7 Issue 4, ECIC 2009 / Jul 2009  pp397‑534

Editor: Christiaan Stam, Daan Andriessen

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In Search of Alternative Metaphors for Knowledge; Inspiration from Symbolism  pp397‑404

Daniel Andriessen, Marien Van Den Boom

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Pictures of Knowledge Management, Developing a Method for Analysing Knowledge Metaphors in Visuals  pp405‑414

Daniel Andriessen, Eja Kliphuis, Jane McKenzie, Christine van Winkelen

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The Frontier of Linearity in the Intellectual Capital Metaphor  pp415‑424

Constantin Bratianu

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IC—based Inter‑industry Variety in Serbia  pp425‑436

Sladjana Cabrilo

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The Meaning of Intangible Assets: New Insights into External Company Succession in SMEs  pp437‑446

Susanne Durst, Stefan Gueldenberg

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Identifying a Suitable Approach for Measuring and Managing Public Service Productivity  pp447‑458

Aki Jääskeläinen

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Abstract

Every public organisation faces the challenge of improving productivity. In this effort, productivity measures are essential managerial tools. However, the task of measuring service productivity has proven to be challenging. A key reason for the challenges seems to be related to the intangibility of services. The objective of this paper is to identify and apply a productivity measurement method satisfying the information requirements of public managers. The study is carried out using a qualitative case study approach. The paper consists of two parts: first, the current knowledge of the issue is examined by reviewing the literature on (service) productivity and performance measurement; second, an action research is carried out in the context of four case services of the City of Helsinki, Finland. A disaggregated approach to productivity measurement is applied. Three different measurement frameworks and methods are evaluated in light of practical criteria for measurement. Finally, a matrix method is chosen and applied in practice. As a result the paper provides more understanding of the process of applying the disaggregated productivity measurement approach in the context of public welfare services. 

 

Keywords: intangibles, performance measurement, productivity management, public services

 

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How to Conduct the Audit of Intellectual Capital in Polish Tourism Business?  pp459‑468

El bieta Maria Kot

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Measuring the Impacts of an IC Development Service: the Case of the Pietari Business Campus  pp469‑480

Paula Kujansivu, Antti Lönnqvist

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Business Model Evolution in IA IC Support Centres and the Role of Market‑Making  pp481‑488

Iain Russell

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Intellectual Capital of the European Union 2008: Measuring the Lisbon Strategy for Growth and Jobs  pp489‑500

Christiaan Stam, Daan Andriessen

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The Impact of Welfare State Development on Social Trust Formation: an Empirical Investigation  pp501‑508

Larysa Tamilina

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Using Scenarios to Explore the Potential for Shifts in the Relative Priority of Human, Structural and Relational Capital in Generating Value  pp509‑516

Christine van Winkelen, Jane McKenzie

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Applying Intellectual Capital Process Model for Creating a Defensive Protection System to Local Traditional Knowledge: the Case of Mea‑hiya Community  pp517‑534

Pitipong Yodmongkon, Nopasit Chakpitak

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