Setting research agendas for productivity management in services

Farhad Shafti

Research output: Contribution to journalArticle

Abstract

This paper presents a novel perspective of service productivity management and proposes a number of research agendas in this still evolving area of study. The paper is based on the views of top senior managers in twelve service sectors. The interviews were analyzed using a number of methods, including within-case and cross-case tables, coding and mapping. This qualitative analysis resulted in three main findings. First, the „organizational background‟ of a service sector proves to have significant effect on the approach to productivity management. Second, service sectors fall in different groups based on their operational features in the context of productivity with each group showing specific operational features. Finally, in some service operations there seems to be little or no trade-offs between productivity and quality. Each of the above topics brings their own insights into the area of service productivity which lead to a number of research agendas. The proposed research topics will provide a new framework for research into the difficult and often ignored subject of service productivity.
LanguageEnglish
Pages25-42
Number of pages18
JournalInternational Journal for Quality and Productivity Management
Volume11
Issue number1
Publication statusPublished - 15 Dec 2014

Fingerprint

Research agenda
Productivity
Service sector
Service operations
Senior managers
Qualitative analysis
Trade-offs

Keywords

  • productivity
  • service
  • quality

Cite this

@article{ec94f69ce2574619b0730dfb049c9a22,
title = "Setting research agendas for productivity management in services",
abstract = "This paper presents a novel perspective of service productivity management and proposes a number of research agendas in this still evolving area of study. The paper is based on the views of top senior managers in twelve service sectors. The interviews were analyzed using a number of methods, including within-case and cross-case tables, coding and mapping. This qualitative analysis resulted in three main findings. First, the „organizational background‟ of a service sector proves to have significant effect on the approach to productivity management. Second, service sectors fall in different groups based on their operational features in the context of productivity with each group showing specific operational features. Finally, in some service operations there seems to be little or no trade-offs between productivity and quality. Each of the above topics brings their own insights into the area of service productivity which lead to a number of research agendas. The proposed research topics will provide a new framework for research into the difficult and often ignored subject of service productivity.",
keywords = "productivity, service, quality",
author = "Farhad Shafti",
year = "2014",
month = "12",
day = "15",
language = "English",
volume = "11",
pages = "25--42",
journal = "International Journal for Quality and Productivity Management",
issn = "1935-8032",
number = "1",

}

Setting research agendas for productivity management in services. / Shafti, Farhad.

In: International Journal for Quality and Productivity Management, Vol. 11, No. 1, 15.12.2014, p. 25-42.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Setting research agendas for productivity management in services

AU - Shafti, Farhad

PY - 2014/12/15

Y1 - 2014/12/15

N2 - This paper presents a novel perspective of service productivity management and proposes a number of research agendas in this still evolving area of study. The paper is based on the views of top senior managers in twelve service sectors. The interviews were analyzed using a number of methods, including within-case and cross-case tables, coding and mapping. This qualitative analysis resulted in three main findings. First, the „organizational background‟ of a service sector proves to have significant effect on the approach to productivity management. Second, service sectors fall in different groups based on their operational features in the context of productivity with each group showing specific operational features. Finally, in some service operations there seems to be little or no trade-offs between productivity and quality. Each of the above topics brings their own insights into the area of service productivity which lead to a number of research agendas. The proposed research topics will provide a new framework for research into the difficult and often ignored subject of service productivity.

AB - This paper presents a novel perspective of service productivity management and proposes a number of research agendas in this still evolving area of study. The paper is based on the views of top senior managers in twelve service sectors. The interviews were analyzed using a number of methods, including within-case and cross-case tables, coding and mapping. This qualitative analysis resulted in three main findings. First, the „organizational background‟ of a service sector proves to have significant effect on the approach to productivity management. Second, service sectors fall in different groups based on their operational features in the context of productivity with each group showing specific operational features. Finally, in some service operations there seems to be little or no trade-offs between productivity and quality. Each of the above topics brings their own insights into the area of service productivity which lead to a number of research agendas. The proposed research topics will provide a new framework for research into the difficult and often ignored subject of service productivity.

KW - productivity

KW - service

KW - quality

UR - http://ijqpm.pages.tcnj.edu/volume-11/

UR - http://ijqpm.pages.tcnj.edu/files/2014/09/Setting-research-agendas-for-productivity-management-in-services.pdf

M3 - Article

VL - 11

SP - 25

EP - 42

JO - International Journal for Quality and Productivity Management

T2 - International Journal for Quality and Productivity Management

JF - International Journal for Quality and Productivity Management

SN - 1935-8032

IS - 1

ER -