Service productivity : a journey planner

Shafti, Farhad (2016) Service productivity : a journey planner. In: PMA 2016 Conference, 2016-06-26 - 2016-06-29.

Abstract

The article aims to develop and justify a framework to be used as a journey planner for approaching service productivity by both practitioners and academics. This is based on the notion of customer vs. provider productivity as proposed by a number of researchers on the subject. Two main approaches to research into service productivity are discussed. Important lessons that can be learned are pointed out. A third approach is introduced where instead of seeking a single solution, the most appropriate solution is sought for each type of service operations. The importance of being pragmatic in approaching service productivity is emphasised.

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• Item metadata

  Item type:	Conference or Workshop Item(Paper)
  ID code:	59210
  Dates:	Date Event 26 June 2016 Published 31 January 2016 Accepted
  Keywords:	service, improvement, measurement, productivity, performance measurement, provider productivity, customer productivity, service organisation, researchers, Management. Industrial Management, Organizational Behavior and Human Resource Management
  Subjects:	Social Sciences > Industries. Land use. Labor > Management. Industrial Management
  Department:	Strathclyde Business School > Management Science
  Depositing user:	Pure Administrator
  Date deposited:	20 Dec 2016 11:52
  Last modified:	13 May 2021 02:28
  Related URLs:	Event
  URI:	https://strathprints.strath.ac.uk/id/eprint/59210