Service productivity : a journey planner
Shafti, Farhad (2016) Service productivity : a journey planner. In: PMA 2016 Conference, 2016-06-26 - 2016-06-29.
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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.
| Creators(s): | Shafti, Farhad; | Item type: | Conference or Workshop Item(Paper) |
|---|---|
| ID code: | 59210 |
| 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: | 12 Nov 2020 05:43 |
| Related URLs: | |
| URI: | https://strathprints.strath.ac.uk/id/eprint/59210 |
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