Performance Management in Service Operational Settings: A Selective Literature Examination Mahmoud M. Yasin East Tennessee State University Department of Management & Marketing P.O. Box 70625 Johnson City, TN 37614 - USA Email: mmyasin@ETSU.edu Carlos F. Gomes University of Coimbra School of Economics ISR-Institute of Systems and Robotics Av. Dias da Silva 165 3004-512 Coimbra - Portugal Email: cfgomes@fe.uc.pt This is an Author's Accepted Manuscript of an article published in Benchmarking: An International Journal, available online at: http://www.emeraldinsight.com/journals.htm?articleid=1853002 Citation: Mahmoud M. Yasin, Carlos F. Gomes, (2010) "Performance management in service operational settings: a selective literature examination", Benchmarking: An International Journal, Vol. 17 Iss: 2, pp.214 - 231