Service productivity: a journey planner

Farhad Shafti

Research output: Contribution to conferencePaper

Abstract

The article aims to develop and justify a framework to be used as a journey planner for approaching service productivity by both practitioners and academics. This is based on the notion of customer vs. provider productivity as proposed by a number of researchers on the subject. Two main approaches to research into service productivity are discussed. Important lessons that can be learned are pointed out. A third approach is introduced where instead of seeking a single solution, the most appropriate solution is sought for each type of service operations. The importance of being pragmatic in approaching service productivity is emphasised.
Original languageEnglish
Number of pages15
Publication statusPublished - 26 Jun 2016
EventPMA 2016 Conference: Performance Measurement and Management: New Theories for New Practices - Edinburgh, United Kingdom
Duration: 26 Jun 201629 Jun 2016
http://www.pmaconference.co.uk/

Conference

ConferencePMA 2016 Conference
CountryUnited Kingdom
CityEdinburgh
Period26/06/1629/06/16
Internet address

Keywords

  • service
  • improvement
  • measurement
  • productivity
  • performance measurement
  • provider productivity
  • customer productivity
  • service organisation
  • researchers

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  • Cite this

    Shafti, F. (2016). Service productivity: a journey planner. Paper presented at PMA 2016 Conference, Edinburgh, United Kingdom.