Are All Nonfinancial Performance Measures Created Equal? Evidence on Customer Satisfaction and Employee Satisfaction Measures from the Homebuilding Industry
September 11, 2007
Clara Xiaoling Chen (University of Illinois), Melissa Martin (USC), and Kenneth A. Merchant's (USC) findings suggest that the validity of a business model depends not only on the soundness of the conceptual model per se, but also on how the variables in the business model are measured.