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.
complex services productivity explorative study efficiency effectiveness