How to cite this paper
Faghihi, A., Afsharnezhad, A & Kheirandish, M. (2012). An empirical study on performance management: A case study of national Iranian oil Production Distribution Company.Management Science Letters , 2(7), 2435-2440.
Refrences
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Kaplan, R. S., & Norton, D. P. (1996b). Using the balanced scorecard as a strategic management system. Harvard Business Review, 75-85.
Hakes, C. (2007). The EFQM Excellence Model to Assess Organizational Performance - A Management Guide (Best Practice). 1st ed., Van Haren Publishing.
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Parasuraman, A., Zeithamel, V. A., & Berry, L. (1985). A conceptual model of service quality and its implication for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithamel, V. & Berry, A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39-49.
Ueltschy, L. C., Laroche, M., Eggert, A., Bindl, U. (2007). Service quality and satisfaction: an international comparison of professional services perceptions. Journal of Services Marketing, 21(6), 410–423.
Westcott, R.T. (2005). The Certified Manager of Quality/organizational Excellence Handbook. 3rd ed., ASQ Quality Press.
Kaplan, R.S., & Norton, D.P. (1996a). The Balanced Scorecard: Translating Strategy into Action. Harvard Business School Press.
Kaplan, R. S., & Norton, D. P. (1996b). Using the balanced scorecard as a strategic management system. Harvard Business Review, 75-85.
Hakes, C. (2007). The EFQM Excellence Model to Assess Organizational Performance - A Management Guide (Best Practice). 1st ed., Van Haren Publishing.
Hooks, I.F., & Farry, K.A. (2000). Customer Centered Products: Creating Successful Products Through Smart Requirements Management. 1st ed., AMACOM/American Management Association.
Parasuraman, A., Zeithamel, V. A., & Berry, L. (1985). A conceptual model of service quality and its implication for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithamel, V. & Berry, A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39-49.
Ueltschy, L. C., Laroche, M., Eggert, A., Bindl, U. (2007). Service quality and satisfaction: an international comparison of professional services perceptions. Journal of Services Marketing, 21(6), 410–423.
Westcott, R.T. (2005). The Certified Manager of Quality/organizational Excellence Handbook. 3rd ed., ASQ Quality Press.