Academia de Studii Economice Bucuresti

Amfiteatru Economic
AN ECONOMIC AND BUSINESS RESEARCH PERIODICAL
Facultatea de Business si Turism

Productivity of Services: an Explorative Study in the Electrical and Chemical Engineering Sector

Author:Andreas Petz, Sönke Duckwitz and Christina Schmalz

JEL:D24

DOI:

Keywords:complex services, productivity, explorative study, efficiency, effectiveness

Abstract:
Knowledge intensive, complex services play a crucial role in the economy and welfare of developed countries. However, service productivity management is not as much investigated as productivity in manufacturing. In this paper a literature based and empirically confirmed approach to a comprehensive description of service productivity is provided. Existing service productivity models are evaluated according to a literature based developed evaluation scheme and the results of 32 semi-structured interviews with service experts from two German companies are presented. The results will lay the foundation for the development of a novel comprehensive service productivity model.
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