Investigation of Non-Financial Measures in a Customer-centric Organization

dc.contributorAalto Universityen
dc.contributorAalto-yliopistofi
dc.contributor.advisorVaivio, Juhani
dc.contributor.authorFelton, Timmy
dc.contributor.departmentLaskentatoimen laitosfi
dc.contributor.schoolKauppakorkeakoulufi
dc.contributor.schoolSchool of Businessen
dc.date.accessioned2024-02-04T17:04:51Z
dc.date.available2024-02-04T17:04:51Z
dc.date.issued2023
dc.description.abstractThe purpose of this thesis is to explore the use of non-financial performance measures in the context of a Finnish consumer-electronics retailer that has a strong emphasis on customer-centricity in its strategy. The qualitative case study focuses on how non-financial measures are implemented in the target organization while using the Balanced Scorecard (Kaplan & Norton, 1992) as a theoretical reference. Additionally, the study investigates the role of non-financial measurement in the relations between different groups such as financial management and store-level sales management, drawing upon the concepts in a paper by Vaivio (1999) “Examining the Quantified Customer”. It is found that while a non-financial measure such as customer satisfaction is a central part of the oranization’s strategy, its role in driving financial performance is not clearly defined. The focus on customer satisfaction in itself without a clear link to financial benefits, indicates a potential area for further development. The lack of critical discussion between financial and sales management suggests that customer-related non-financial measures are possibly not utilized to their full potential. The study serves as a call for further research on the utilization of customer-related performance measures, namely customer satisfaction, in similar contexts.en
dc.format.extent28
dc.format.mimetypeapplication/pdfen
dc.identifier.urihttps://aaltodoc.aalto.fi/handle/123456789/126647
dc.identifier.urnURN:NBN:fi:aalto-202402042307
dc.language.isoenen
dc.programmeLaskentatoimien
dc.subject.keywordperformance measuresen
dc.subject.keywordcustomeren
dc.subject.keywordbalanced scorecarden
dc.subject.keywordcustomer satisfactionen
dc.titleInvestigation of Non-Financial Measures in a Customer-centric Organizationen
dc.typeG1 Kandidaatintyöfi
dc.type.ontasotBachelor's thesisen
dc.type.ontasotKandidaatintyöfi
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