Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/149030 
Year of Publication: 
2016
Citation: 
[Journal:] jbm - Journal of Business Market Management [ISSN:] 1864-0761 [Volume:] 9 [Issue:] 1 [Publisher:] Freie Universität Berlin, Marketing-Department [Place:] Berlin [Year:] 2016 [Pages:] 518-540
Publisher: 
Freie Universität Berlin, Marketing-Department, Berlin
Abstract: 
Managers in service industries aim to achieve high efficiency and high quality at the same time to be profitable. This dual emphasis might lead to a trade-off as a focus on efficiency often results in decreasing service quality and vice versa. Even as this trade-off is generally acknowledged, research on service performance measurement often focuses only on either operational efficiency or service quality. A research stream that deals with the problem of achieving both efficiency and effectiveness is service productivity. This article gives a review on how service productivity is conceptually defined and empirically analyzed. The objective is to get a finer-grained understanding on service productivity, especially on how efficiency and effectiveness are interrelated ad which and how antecedents affect service productivity. In doing so, several insights on how to manage service productivity are given and several implications for further research are examined.
Subjects: 
Service Productivity
Service Performance
Service Efficiency
Service Effectiveness
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by-nd Logo
Document Type: 
Article

Files in This Item:
File
Size
466.71 kB





Items in EconStor are protected by copyright, with all rights reserved, unless otherwise indicated.