Service productivity: a journey planner

Farhad Shafti

Research output: Contribution to conferencePaperpeer-review


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


ConferencePMA 2016 Conference
CountryUnited Kingdom
Internet address


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

Fingerprint Dive into the research topics of 'Service productivity: a journey planner'. Together they form a unique fingerprint.

Cite this