MARSHALL W. MEYER is Professor of Management and Sociology at The Wharton School of the University of Pennsylvania.

"This book is a must-buy for any senior managers of service firms that aspire to have their companies survive and prosper even as competition inevitably increases. Building on a platform of insightful field work Meyer uses a compelling and incisive logic to propose a monitoring and measurement methodology (APBA) that allows firms to simultaneously pursue customer differentiation on the customer front and efficiency on the functional front all by driving strategic decision-making down to the level of the customer." Professor Ian C MacMillan, The Wharton School, University of Pennsylvania

• Introduction; 1. Why are performance measures so bad?; 2. The running down of performance measures; 3. In search of balance; 4. From cost drivers to revenue drivers; 5. Learning from ABPA; 6. Managing and strategising with ABPA; Notes; Index.

MARSHALL W. MEYER is Professor of Management and Sociology at The Wharton School of the University of Pennsylvania.

"This book is a must-buy for any senior managers of service firms that aspire to have their companies survive and prosper even as competition inevitably increases. Building on a platform of insightful field work Meyer uses a compelling and incisive logic to propose a monitoring and measurement methodology (APBA) that allows firms to simultaneously pursue customer differentiation on the customer front and efficiency on the functional front all by driving strategic decision-making down to the level of the customer." Professor Ian C MacMillan, The Wharton School, University of Pennsylvania

• Introduction; 1. Why are performance measures so bad?; 2. The running down of performance measures; 3. In search of balance; 4. From cost drivers to revenue drivers; 5. Learning from ABPA; 6. Managing and strategising with ABPA; Notes; Index.