Managing Service Productivity

Using Frontier Efficiency Methodologies and Multicriteria Decision Making for Improving Service Performance

Editors:

ISBN: 978-3-662-43436-9 (Print) 978-3-662-43437-6 (Online)

Table of contents (19 chapters)

  1. Front Matter

    Pages i-xviii

  2. No Access

    Chapter

    Pages 1-17

    Managing Service Productivity Using Data Envelopment Analysis

  3. No Access

    Chapter

    Pages 19-36

    Development of Assessment Model for Research Efficiency of Universities

  4. No Access

    Chapter

    Pages 37-54

    Incorporating Intra- and Inter-Input/Output Weight Restrictions in Piecewise Linear DEA: An Application to the Assessment of the Research Activity in Higher Education

  5. No Access

    Chapter

    Pages 55-65

    Estimating the Efficiency of Healthcare Facilities Providing HIV/AIDS Treatment in Zambia: A Data Envelopment Approach

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    Chapter

    Pages 67-91

    Benchmarking in Healthcare: An Approach Based on Closest Targets

  7. No Access

    Chapter

    Pages 93-114

    Service Enterprise Productivity in Action (SEPIA)

  8. No Access

    Chapter

    Pages 115-126

    Using Data Envelopment Analysis to Measure Good Governance

  9. No Access

    Chapter

    Pages 127-154

    Measuring the Performance of Service Organizations and the Effects of Downsizing on Performance: Evidence from the Greek Citizen Service Centers

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    Chapter

    Pages 155-165

    Measuring Efficiency of Courts: An Assessment of Brazilian Courts Productivity

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    Chapter

    Pages 167-190

    Cost Efficiency and Market Power: A Test of Quiet Life and Related Hypotheses in Indonesian Banking Industry

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    Chapter

    Pages 191-212

    Internal Structure of Service Organization: From Multi-activity Financial Institutions to Network Structure Hotels

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    Chapter

    Pages 213-225

    Application of DEA in the Electricity Sector: The Case of Meralco Distribution Sectors

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    Chapter

    Pages 227-240

    Improving Energy Efficiency Using Data Envelopment Analysis: A Case of Walnut Production

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    Chapter

    Pages 241-261

    Service Productivity in IT: A Network Efficiency Measure with Application to Communication Systems

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    Chapter

    Pages 263-285

    Efficiency of Software Development Projects: A Case Study on an Information Technology Company in India

  17. No Access

    Chapter

    Pages 287-314

    Protocol for Comprehensive Efficiency Analysis of Multi-Service Metropolitan Transit Agency Operators

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    Chapter

    Pages 315-334

    Measuring the Sustainability of Air Navigation Services

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    Chapter

    Pages 335-369

    Measuring and Managing the Productivity of U.S. Public Transit Systems: An Unoriented Network DEA

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    Chapter

    Pages 371-394

    Using DEA to Improve the Efficiency of Pupil Transportation