Please use this identifier to cite or link to this item: http://hdl.handle.net/10419/168766
Authors: 
Petz, Andreas
Duckwitz, Sönke
Schmalz, Christina
Year of Publication: 
2012
Citation: 
[Journal:] Amfiteatru Economic Journal [ISSN:] 2247-9104 [Volume:] 14 [Year:] 2012 [Issue:] Special No. 6 [Pages:] 635-652
Abstract: 
Knowledge intensive, complex services play a crucial role in the economy and welfare of developed countries. However, service productivity management is not as much investigated as productivity in manufacturing. In this paper a literature based and empirically confirmed approach to a comprehensive description of service productivity is provided. Existing service productivity models are evaluated according to a literature based developed evaluation scheme and the results of 32 semi-structured interviews with service experts from two German companies are presented. The results will lay the foundation for the development of a novel comprehensive service productivity model.
Subjects: 
complex services
productivity
explorative study
efficiency
effectiveness
JEL: 
D24
Creative Commons License: 
http://creativecommons.org/licenses/by/4.0/
Document Type: 
Article

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