Do we need new theories on service productivity? – Status Quo and implications from contemporary research
Abstract
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.
Keywords
Service Science; Productvity; DEA
Cite as
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
Publication type
Research article in proceedings (conference)
Peer reviewed
Yes
Publication status
Published
Year
2011
Conference
XXI. International Research on Service Conference (RESER) 2011
Venue
Hamburg, Germany
Book title
XXI. International RESER Conference
Start page
146
End page
147
Language
English
Full text