Service productivity Towards understanding the relationship between operational and customer productivity

Service productivity Towards understanding the relationship between operational and customer... It is surprising that little empirical research has been conducted in the area of service productivity given its impact on organisational costs. In order to try to encourage such research, this paper provides a structure for analysing productivity in service organisations by distinguishing between operational and customer productivity. The paper also clarifies the meaning of “productivity” and differentiates it from efficiency and utilisation. The authors identify some of the problems in measuring productivity, especially in a service setting, and then use a few examples to illustrate the sometimes counterintuitive relationship between operational and customer productivity. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Productivity and Performance Management Emerald Publishing

Service productivity Towards understanding the relationship between operational and customer productivity

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
1741-0401
DOI
10.1108/17410400410523756
Publisher site
See Article on Publisher Site

Abstract

It is surprising that little empirical research has been conducted in the area of service productivity given its impact on organisational costs. In order to try to encourage such research, this paper provides a structure for analysing productivity in service organisations by distinguishing between operational and customer productivity. The paper also clarifies the meaning of “productivity” and differentiates it from efficiency and utilisation. The authors identify some of the problems in measuring productivity, especially in a service setting, and then use a few examples to illustrate the sometimes counterintuitive relationship between operational and customer productivity.

Journal

International Journal of Productivity and Performance ManagementEmerald Publishing

Published: Apr 1, 2004

Keywords: Productivity rate; Service delivery; Customers; Service quality assurance; Performance measurement (quality)

References

  • Performance Measurement in Service Businesses
    Fitzgerald, L.; Johnston, R.; Brignall, T.J.; Silvestro, R.; Voss, C.
  • A perspective on client productivity in business‐to‐business consulting services
    Martin, C.R.; Horne, D.A.
  • The focused factory
    Skinner, W.

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