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Service Productivity How to Measure and Improve It?

Chapter
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)

Abstract

Productivity is a key performance measure for service businesses and serves as a compass for measuring their innovativeness. In this chapter we present a tool for measuring productivity in service businesses. Improvements in service business productivity do not depend on industry, business size or business growth, but on the specific knowledge and competences of managers. Using case examples we show various ways of how managers can improve the productivity of their service businesses. They can do so by adopting a perspective of standardization, flexibility or individualization. Based on these perspectives, we provide a framework that shows how managers can improve service business productivity by coordinating strategic orientation, value creation and the configuration of business processes.

Keywords

Business Process Productivity Growth Total Factor Productivity Service Business Total Factor Productivity Growth 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer US 2011

Authors and Affiliations

  1. 1.Özyeğin UniversityAltunizade ÜsküdarTurkey
  2. 2.Partner Strategy and Change IBMAmsterdanThe Netherlands

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