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By Marc Epstein

"Advances in administration Accounting" ("AMA") publishes well-developed articles on various present issues in administration accounting which are suitable to researchers in either perform and academe. As one of many most suitable administration accounting examine journals, "AMA" is definitely poised to satisfy the wishes of administration accounting students.

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Cross, K. (1995). Measure up! Yardsticks for continuous improvement. Cambridge, MA: Basil Blackwell. Malina, M. , & Selto, F. H. (2001). Communicating and controlling strategy: An empirical study of the effectiveness of balanced scorecard. Journal of Management Accounting Research, 13, 47–90. , & Mitroff, I. (1973). A program for research on management information systems. Management Science, 19, 475–487. , & Van der Stede, W. (2007). Management control systems. Harlow, UK: Pearson (Prentice Hall).

This suggests that management should consider having trained frontline employees and flight attendants provide comfort, assurance, empathy, support, and assistance to customers following service failures. This should help to enhance repurchase behavior and brand loyalty thereby improving future financial performance. INTRODUCTION Proponents of the balanced scorecard argue that improvement in areas such as customer satisfaction, quality, employee satisfaction, innovation, or growth represent investments in firm-specific assets that are not fully captured in current accounting measures.

1985). Alternative measures of system effectiveness: Associations and implications. MIS Quarterly, 9(3), 243–253. Sveiby, K. (1997). The new organizational wealth. San Francisco, CA: Berrett-Koehler Publishers. Tangen, S. (2005). Insights from practice: Analysing the requirements of performance measurement systems. Measuring Business Excellence, 9(4), 46–54. Vitale, M. , & Mavrinac, S. C. (1995). How effective is your performance measurement system? Management Accounting, August, 43–47. SERVICE QUALITY, SERVICE RECOVERY, AND FINANCIAL PERFORMANCE: AN ANALYSIS OF THE US AIRLINE INDUSTRY Khim Ling Sim, Chang Joon Song and Larry N.

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