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A Case Study on Organisational Performance Measurement Systems for Customer Intimacy

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  • Suresh Cuganesan

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  • Suresh Cuganesan, 2005. "A Case Study on Organisational Performance Measurement Systems for Customer Intimacy," Australian Accounting Review, CPA Australia, vol. 15(35), pages 52-61, March.
    • Handle: RePEc:bla:ausact:v:15:y:2005:i:35:p:52-61
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    File URL: http://hdl.handle.net/10.1111/j.1835-2561.2005.tb00251.x
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    References listed on IDEAS

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    1. Paul Andon & Jane Baxter & Graham Bradley, 2001. "Calculating the Economic Value of Customers to an Organisation," Australian Accounting Review, CPA Australia, vol. 11(23), pages 62-72, March.
    2. Ittner, CD & Larcker, DF, 1998. "Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction," Journal of Accounting Research, Wiley Blackwell, vol. 36, pages 1-35.
    3. Guilding, Chris & McManus, Lisa, 2002. "The incidence, perceived merit and antecedents of customer accounting: an exploratory note," Accounting, Organizations and Society, Elsevier, vol. 27(1-2), pages 45-59.
    4. Mouritsen, Jan, 1997. "Marginalizing the customer: Customer orientation, quality and accounting performance," Scandinavian Journal of Management, Elsevier, vol. 13(1), pages 5-18, March.
    5. Bromwich, Michael, 1990. "The case for strategic management accounting: The role of accounting information for strategy in competitive markets," Accounting, Organizations and Society, Elsevier, vol. 15(1-2), pages 27-46.
    6. Chenhall, R. H. & Langfield-Smith, K., 1998. "The relationship between strategic priorities, management techniques and management accounting: an empirical investigation using a systems approach," Accounting, Organizations and Society, Elsevier, vol. 23(3), pages 243-264, April.
    7. Kald, Magnus & Nilsson, Fredrik, 2000. "Performance measurement at Nordic companies," European Management Journal, Elsevier, vol. 18(1), pages 113-127, February.
    8. Vaivio, Juhani, 1999. "Examining "The quantified customer"," Accounting, Organizations and Society, Elsevier, vol. 24(8), pages 689-715, November.
    9. Peppard, Joe, 2000. "Customer Relationship Management (CRM) in financial services," European Management Journal, Elsevier, vol. 18(3), pages 312-327, June.
    10. Ogden, S. G., 1997. "Accounting for organizational performance: The construction of the customer in the privatized water industry," Accounting, Organizations and Society, Elsevier, vol. 22(6), pages 529-556, August.
    11. Hennestad, Bjørn W., 1999. "Infusing the organisation with customer knowledge," Scandinavian Journal of Management, Elsevier, vol. 15(1), pages 17-41, March.
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