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

  • Andreas Petz


    (RWTH Aachen University, Germany, Institute of Industrial Engineering and Ergonomics)

  • Sönke Duckwitz

    (RWTH Aachen University, Germany, Institute of Industrial Engineering and Ergonomics)

  • Christina Schmalz

    (RWTH Aachen University, Germany, Deutsche Post Chair of Optimization of Distribution Networks)

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    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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    Article provided by Academy of Economic Studies - Bucharest, Romania in its journal The AMFITEATRU ECONOMIC journal.

    Volume (Year): 14 (2012)
    Issue (Month): Special No. 6 (November)
    Pages: 635-652

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    Handle: RePEc:aes:amfeco:v:14:y:2012:i:special_no_6:p:635-652
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    1. Gronroos, Christian & Ojasalo, Katri, 2004. "Service productivity: Towards a conceptualization of the transformation of inputs into economic results in services," Journal of Business Research, Elsevier, vol. 57(4), pages 414-423, April.
    2. Bullen, Christine V. & Rockart, John F., 1981. "A primer on critical success factors," Working papers 1220-81. Report (Alfred P, Massachusetts Institute of Technology (MIT), Sloan School of Management.
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