Do we need new theories on service productivity? – Status Quo and implications from contemporary research
Zusammenfassung
A service is a transformation process that creates a set of outputs from a set of inputs. The ratio of these two quantities defines a measure of productivity, which can be made operational using Data Envelopment Analysis (DEA), a well-known method from the field of operations research. Before such an analysis can be conducted, appropriate factors have to be chosen. In the domain of service productivity their selection is strongly influenced by peculiarities that are only found when measuring services. In this work we identify them in a structured way from the literature of service productivity theory and construct a protocol that guides a user in the construction of appropriate input and output sets.
Schlüsselwörter
Service Science; Productvity; DEA
Zitieren als
Becker, J., Beverungen, D., Knackstedt, R., Dietrich, H.-A., Breuker, D., Rauer, H. P., & Sigge, D. (2011). Do we need new theories on service productivity? — Status Quo and implications from contemporary research. In Proceedings of the XXI. International Research on Service Conference (RESER) 2011, Hamburg, Germany, 146–147.Details
Publikationstyp
Forschungsartikel in Sammelband (Konferenz)
Begutachtet
Ja
Publikationsstatus
Veröffentlicht
Jahr
2011
Konferenz
XXI. International Research on Service Conference (RESER) 2011
Konferenzort
Hamburg, Germany
Buchtitel
XXI. International RESER Conference
Erste Seite
146
Letzte Seite
147
Sprache
Englisch
Gesamter Text