Measuring and Managing Performance in Organizations

Quotes

The more any quantitative social indicator is used for social decision-making, the more subject it will be to corruption pressures and the more apt it will be to distort and corrupt the social processes it is intended to monitor.⊕ (1996)

Customers verbalize only the most direct of three categories of desires when asked (see, for example, Hauser and Clausing, 1988). Customers do not mention needs that they assume will be met by all products of the type in question. And they do not mention product qualities that they have not thought of but would like. They mention only qualities that they do not expect but know that they want.⊕ (1996)