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Beyond Productivity Measurement and Strategies: Performance Evaluation and Strategies in Services

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  • Faridah Djellal

    ()
    (CLERSE - Centre lillois d'études et de recherches sociologiques et économiques - CNRS : UMR8019 - Université Lille 1 - Sciences et Technologies)

  • Faïz Gallouj

    ()
    (CLERSE - Centre lillois d'études et de recherches sociologiques et économiques - CNRS : UMR8019 - Université Lille 1 - Sciences et Technologies)

Abstract

The concept of productivity is at the heart of economic theory, management science and operational management of firms and organizations. Despite the theoretical and operational importance of this concept, in recent years, its absolutism has been challenged. Services are often at the heart of this critical debate. Both conceptually and methodologically, services are indeed a major challenge to the concept of productivity. The objective of this paper is to review issues raised by services and their relationships with productivity, from two different but related perspectives: 1) a theoretical and methodological perspective focused on the problems involved in defining and measuring productivity, and 2) a strategic perspective focused on identifying generic productivity and performance strategies in service firms and organizations.

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Bibliographic Info

Paper provided by HAL in its series Working Papers with number halshs-00748099.

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Date of creation: 01 Jun 2012
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Handle: RePEc:hal:wpaper:halshs-00748099

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Keywords: Service; productivity; measure; performance;

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  1. Heinz Handler & Bertrand Koebel & Philipp Reiss & Margit Schratzenstaller, 2005. "The size and performance of public sector activities in Europe," Public Economics 0507011, EconWPA.
  2. Gallouj, Faiz & Weinstein, Olivier, 1997. "Innovation in services," Research Policy, Elsevier, vol. 26(4-5), pages 537-556, December.
  3. Hill, T P, 1977. "On Goods and Services," Review of Income and Wealth, International Association for Research in Income and Wealth, vol. 23(4), pages 315-38, December.
  4. Vandermerwe, Sandra & Rada, Juan, 1988. "Servitization of business: Adding value by adding services," European Management Journal, Elsevier, vol. 6(4), pages 314-324, December.
  5. Gadrey, Jean, 2000. "The Characterization of Goods and Services: An Alternative Approach," Review of Income and Wealth, International Association for Research in Income and Wealth, vol. 46(3), pages 369-87, September.
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