The dissertation deals with the design of performance measurement systems for multichannel retailing. The topic is
particularly interesting for companies which expand their sales and distribution system with an e-commerce
distribution channel. While traditional multichannel retailers often try to avoid conflicts between their sales and
distribution channels by differentiation, e-commerce channels typically share the same markets with traditional
channels. In such companies the coordination of channels therefore becomes to an issue. This dissertation addresses
the coordination of distribution channels from a performance measurements perspective. The central part of the
work is the design of a performance measurement system. The developed system is treated as an information
system. Therefore, methods for the development of informations systems are used for the design. The general part
of the model describes the design of a performance measurement system for a sales and distribution system with
two or more channels. Additionally, a migration model allowing the measurement of customer switching behavior
during the different phases of the sales process is developed and integrated in the general model. The practical use
is demonstrated by a showcase implementation of the model.