Managing Service Productivity

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

  • Ali Emrouznejad
  • Emilyn Cabanda

Part of the International Series in Operations Research & Management Science book series (ISOR, volume 215)

Table of contents

  1. Front Matter
    Pages i-xviii
  2. Ali Emrouznejad, Emilyn Cabanda
    Pages 1-17
  3. Juan Aparicio, Fernando Borras, Lidia Ortiz, Jesus T. Pastor
    Pages 67-91
  4. Moira Scerri, Renu Agarwal
    Pages 93-114
  5. Rouselle Lavado, Emilyn Cabanda, Jessamyn Encarnacion, Severa de Costo, Jose Ramon Albert
    Pages 115-126
  6. Michael L. Antonio, Ma. Socorro P. Calara
    Pages 213-225
  7. Adeyemi Abel Ajibesin, Neco Ventura, H. Anthony Chan, Alexandru Murgu
    Pages 241-261
  8. Darold T Barnum, John M Gleason, Matthew G Karlaftis
    Pages 287-314
  9. Vladimir Grigorov, Paula Rachel Mark
    Pages 315-334
  10. Sreekanth Mallikarjun, Herbert F. Lewis, Thomas R. Sexton
    Pages 335-369
  11. Thomas R. Sexton, Allan J. Jones, Andy Forsyth, Herbert F. Lewis
    Pages 371-394

About this book


This volume describes how frontier efficiency methodologies such as Data Envelopment Analysis (DEA) and other techniques such as multi-criteria decision making can help service industries to improve their performance by providing a ranking of best-practice efficient service units and by identifying sources of inefficiency for each service unit. It explains how they can be used to determine potential improvement targets for each of the inefficient service units, to identify peers for each service organization and to provide a basis for continuous performance improvement. Presenting applications in a variety of industries, this book will be useful for the service management to improve service productivity, profitability, sustainability, and quality and effectiveness of service deliveries. A free trial version of the World’s leading Data Envelopment Analysis Software (PIM-DEA) is available for readers of this book.


DEA Data Envelopment Analysis Decision Making MCDM Performance Measurement Service Management

Editors and affiliations

  • Ali Emrouznejad
    • 1
  • Emilyn Cabanda
    • 2
  1. 1.Operations and Information Management GroupAston Business School, Aston UniversityBirminghamUnited Kingdom
  2. 2.School of Business and LeadershipRegent UniversityVirginia BeachUSA

Bibliographic information