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Erschienen in:
Introduction of Service Systems Implementation Kapitel lesen Erstes Kapitel lesen

2011 | OriginalPaper | Buchkapitel

Service Productivity How to Measure and Improve It?

verfasst von : Erik den Hartigh, Marc Zegveld

Erschienen in: Service Systems Implementation

Verlag: Springer US

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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.

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Vorheriges Kapitel CIO in a Service Economy
Nächstes Kapitel Value Co-creation from the Consumer Perspective
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Metadaten
Titel
Service Productivity How to Measure and Improve It?
verfasst von
Erik den Hartigh
Marc Zegveld
Copyright-Jahr
2011
Verlag
Springer US
Buch
Service Systems Implementation

Print ISBN: 978-1-4419-7903-2

Electronic ISBN: 978-1-4419-7904-9

Copyright-Jahr: 2011

DOI
https://doi.org/10.1007/978-1-4419-7904-9_11

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