In conclusion, the case shows the behaviour and performance impacts of two different management control configurations in a service factory: a configuration characterized by informal action control and personnel control had been changed to more formal action controls and more results controls (i.e. performance measures) with a significant behaviour changes and a performance increase. In this case, the introduction and formalization of non- financial results and action controls has yielded changes in employees’ behaviour and improved non-financial results. Financial results had not been implemented yet. It could be a further step to show the impact of employees’ behaviour also in the financial management report. However, the most important aspect had been achieved: to ensure that the employees do what is best for the organization – in this case the housekeeping of the Park Plaza Westminster Bridge hotel.