Insights into service industries: the productivity management view

F. Shafti, R.B. Van Der Meer, T.M. Williams

Research output: Contribution to conferencePaper

Abstract

As a follow-up to the preliminary results, presented at EurOMA 2000 (Shafti et al. 2000), of an on-going research project into the management of productivity in service industries, this paper presents and discusses further important results and findings. Twelve UK service industries have been chosen for study. The aim of the research is to determine which of the service dimensions that have been proposed - mainly on theoretical grounds - by different authors, could serve as relevant indicators of various managerial challenges in services. The present set of results shows that among the service dimensions popularly suggested, 'Customer Contact', 'Customisation' and 'Front/back Value Added' could be used as indicators for certain aspects of productivity management in services.
Original languageEnglish
Publication statusPublished - 2001
Event8th International Annual Conference of the European Operations Management Association - Bath, United Kingdom
Duration: 3 Jun 20015 Jun 2001

Conference

Conference8th International Annual Conference of the European Operations Management Association
Abbreviated titleEUROMA 2001
CountryUnited Kingdom
CityBath
Period3/06/015/06/01

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Keywords

  • productivity management
  • service industries
  • UK

Cite this

Shafti, F., Van Der Meer, R. B., & Williams, T. M. (2001). Insights into service industries: the productivity management view. Paper presented at 8th International Annual Conference of the European Operations Management Association, Bath, United Kingdom.