Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/308961 
Year of Publication: 
2023
Citation: 
[Journal:] Management Review Quarterly [ISSN:] 2198-1639 [Volume:] 74 [Issue:] 3 [Publisher:] Springer International Publishing [Place:] Cham [Year:] 2023 [Pages:] 1249-1281
Publisher: 
Springer International Publishing, Cham
Abstract: 
The service productivity literature has grown remarkably over the last two decades and has gathered substantial knowledge. However, with the gradual acceleration of knowledge production about service productivity, the collective evidence becomes more fragmented and interdisciplinary. The purpose of this literature review is to systematically identify and analyze 190 publications focusing on service productivity to link previously dispersed studies as a next step in theory development. By clustering existing service productivity research into macroeconomic, mesoeconomic, and microeconomic dimensions, our review reveals that much progress has been made in advancing the open-ended theory of optimal service productivity. Reviewing key insights from the existing literature, we show that the majority of service productivity research adopts a one-sided industrial perspective that primarily focuses on firm productivity. Although valuable, these studies most often leave out consumers' time and effort, neglecting the value of consumer-generated input. Thus, the present research offers a new conceptualization of service productivity by emphasizing it as an open and customer-inclusive process that transcends the service producer–customer divide. Finally, we contribute a set of propositions. Within these propositions, we identify beneficial conditions and means for firms to improve service productivity. In sum, the article provides policymakers, researchers, and practitioners with valuable guidance for developing means to generate positive effects in a service economy that lacks productivity.
Subjects: 
Service productivity
Service efficiency
Service effectiveness
Service excellence
Systematic literature review
JEL: 
M100
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article
Document Version: 
Published Version

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