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List of illustrations vi
Part I 1
An introduction to performance measurement: the beneficial effect of performance measurement 3
The perverse effects of performance measurement 17
The dynamics of performance measurement: five laws 34
Part II 51
Design principles for performance measurement 53
Trust and interaction 58
Content and variety 73
Dynamics: towards lively performance measurement 87
Part III 107
Conclusions and three paradoxes 109
Notes 113
Index 119
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