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Published in:
Introduction of Service Systems Implementation Read chapter Read first chapter

2011 | OriginalPaper | Chapter

Service Productivity How to Measure and Improve It?

Authors : Erik den Hartigh, Marc Zegveld

Published in: Service Systems Implementation

Publisher: 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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previous chapter CIO in a Service Economy
next chapter Value Co-creation from the Consumer Perspective
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Metadata
Title
Service Productivity How to Measure and Improve It?
Authors
Erik den Hartigh
Marc Zegveld
Copyright Year
2011
Publisher
Springer US
Book
Service Systems Implementation

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

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

Copyright Year: 2011

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

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