The performance of service companies : A theoretical framework for an evolving concept[La performance des entreprises de services : Un cadrage théorique d’un concept évolutif]

Most of the work carried out on the theme of performance has long favoured the industrial firm. Conversely, they have more or less consciously left out the service firm. Admittedly, several articles have been devoted in the past to service providers and service companies, but without always relying on the contributions of service management. The purpose of this article is to review the current literature on performance and its application in service firms. The challenge is to determine whether or not there is a consensus on its definition, the aspects discussed and the methodologies chosen. The review of 32 articles shows that definitions and approaches to performance differ from one study to another. Many studies have examined performance, either comprehensively or partially, but again, it is difficult to compare them given the multiplicity of approaches used. Articles are classified on the basis of content analysis and keywords are analysed through qualitative research. Also, five methods: exploratory, normative, methodological, literature review and hypothesis testing are predominant. On the basis of this review, some possible research problems are identified.