Abstract
In a typical service-producing organisation, two types of factors (operation and quality based) are required to be considered for developing its performance and evaluation system. While operation-based service characteristics highlight the features of service activities that are needed to be pursued or controlled by any service organisation in an efficient and effective manner so as to increase service outputs and performance, the quality-based characteristics describe its most pertinent feature – quality of service. The multifarious effect of a service is transformed into judgement about its quality by the customers, and a corresponding attempt by service personnel to meet different quality characteristics is to be ensured. Identification of several pertinent service characteristics and choice of suitable performance measures for them are the primary requirements for the development of a methodology for service performance measurement and evaluation. In this paper, details of the application of such a methodology in a service organisation are elaborated highlighting essentially the kinds of relationships among a relevant set of operation- and quality-based performance measures and overall organisational performance to demonstrate the efficacy of the proposed methodology.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Anderson EW, Fornell C, Rust RT (1997) Customer satisfaction, productivity and profitability: differences between goods and services”. Mark Sci 16(2):129–145
Baumgärtner M, Bienzeisler B (2006) Dienstleistungsproduktivität: Konzeptionelle Grundlagen am Beispiel interaktiver Dienstleistungen Fraunhofer
Djellal F, Gallouj F (2010) Beyond productivity strategies in services”. J Innov Econ 5(1):89–104
Djellal F, Gallouj F (2013) The productivity challenge in services: measurement and strategic perspectives. Serv Ind J 33(3–4):282–299
Gadrey J (2000) The characterization of goods and services: an alternative approach. Rev Income Wealth 463:369–387
Grönroos C, Ojasalo K (2004) Service productivity: towards a conceptualization of the transformation of inputs into economic results in services. J Bus Res 57(4):414–423
Jääskeläinen A (2009) Identifying a suitable approach for measuring and managing public service productivity. Electron J Knowl Manag 7(4):447–459
Johnston R, Jones P (2004) Service productivity towards understanding the relationship between operational and customer productivity. Int J Product Perform Manag 53(3):201–213
Kellogg DL, Nie W (1995) A framework for strategic service management. J Oper Manage 13(4):323–337
Korgaonker MG (1977) Productivity: a systems approach. Productivity XVIII(1):13–22
Maroto-Sánchez A (2012) Productivity in the services sector: conventional and current explanations. Serv Ind J 32(5):719–746
Mason RO (1979) A general systems theory of productivity. Int J Gen Syst 5:17–30
Parasuraman A (2002) Service quality and productivity: A synergistic perspective. Manag Serv Qual Int J 12(1):6–9
Ray and Sahu (1988) Measurement and evaluation of service productivity. In: Proceedings of 6th world productivity congress, Montreal, Canada, September
Sahay BS (2005) Multi-factor productivity measurement model for service organization. Int J Product Perform Measur 54(1):7–22
Sink DS (1983) Much ado about productivity: where do we go from here. Ind Eng 15(10):36–48
Zolnowski A, Semmann M, Amrou S, Böhmann T (2013) Identifying opportunities for service productivity improvement using a business model lens. Ser Ind J 33(3–4):409–425
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2016 Springer Science+Business Media Singapore
About this chapter
Cite this chapter
Patra, A., Ray, P.K. (2016). Measurement and Evaluation of Service Productivity: A Holistic Approach. In: Mandal, P., Vong, J. (eds) Smart Technologies for Smart Nations. Managing the Asian Century. Springer, Singapore. https://doi.org/10.1007/978-981-287-585-3_5
Download citation
DOI: https://doi.org/10.1007/978-981-287-585-3_5
Publisher Name: Springer, Singapore
Print ISBN: 978-981-287-584-6
Online ISBN: 978-981-287-585-3
eBook Packages: Business and ManagementBusiness and Management (R0)