A method-engineering approach to obtain long-term knowledge in service productivity management

Rauer Hans Peter


Zusammenfassung
For benchmarking services productivity a multitude of factors has to be considered. Thereby constructing and selecting suitable and meaningful sets of factors to measure productivity in service benchmarking helps storing domain knowledge. To allow for multiple factors in the productivity calculation, the Data Envelopment Analysis (DEA) is conjointly applied with the Analytical Hierarchy Process (AHP) that does a preliminary analysis on the subjective importance of the factors. The raw data for the construction of productivity models is derived from scientific publications on service productivity. This way, the paper helps utilizing theoretical knowledge in a practical context. The utilization is demonstrated with an illustrative example.

Schlüsselwörter
Benchmarking; Service Science; Service productivity



Publikationstyp
Aufsatz (Konferenz)

Begutachtet
Ja

Publikationsstatus
Veröffentlicht

Jahr
2011

Konferenz
XXI. International Research on Service Conference (RESER) 2011

Konferenzort
Hamburg,Deutschland

Buchtitel
RESER

Erste Seite
216

Letzte Seite
237

Sprache
Englisch

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