Service productivity and service quality: A necessary trade-off?
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DOI: 10.1016/j.ijpe.2011.10.014
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Cited by:
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- Jayanath Ananda & Nicholas Pawsey, 2019. "Benchmarking service quality in the urban water industry," Journal of Productivity Analysis, Springer, vol. 51(1), pages 55-72, February.
- Mikko Pynnönen & Jukka Hallikas & Paavo Ritala & Karri Mikkonen, 2014. "Analyzing systemic customer value in scalable business services," The Service Industries Journal, Taylor & Francis Journals, vol. 34(14), pages 1154-1166, October.
- Robert Frost & Kelly Lyons, 2017. "Service Systems Analysis Methods and Components: A Systematic Literature Review," Service Science, INFORMS, vol. 9(3), pages 219-234, September.
- Cui-Hua Zhang & Peng Xing & Jin Li, 2018. "Optimal Strategy of Social Responsibility and Quality Effort in Service Supply Chain with Quality Preference," Asia-Pacific Journal of Operational Research (APJOR), World Scientific Publishing Co. Pte. Ltd., vol. 35(03), pages 1-43, June.
- Zhang, Cuihua & Xing, Peng, 2015. "A research on service quality decision-making of Chinese communications industry based on quantum game," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 432(C), pages 9-15.
- Sharifah Rahama Amirul & Khairul Hanim Pazim & Sharifah Milda Amirul & Rasid Mail & Jakaria Dasan, 2022. "Developing and validating the qualitative labour productivity measurement in service industry," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(4), pages 2853-2874, August.
- Akter, Shahriar & Wamba, Samuel Fosso & D’Ambra, John, 2019. "Enabling a transformative service system by modeling quality dynamics," International Journal of Production Economics, Elsevier, vol. 207(C), pages 210-226.
- Greco, Marco & Cricelli, Livio & Grimaldi, Michele, 2013. "A strategic management framework of tangible and intangible assets," European Management Journal, Elsevier, vol. 31(1), pages 55-66.
- Christoph Pross & Christoph Strumann & Alexander Geissler & Helmut Herwartz & Nadja Klein, 2018. "Quality and resource efficiency in hospital service provision: A geoadditive stochastic frontier analysis of stroke quality of care in Germany," PLOS ONE, Public Library of Science, vol. 13(9), pages 1-30, September.
- Ajay Kumar Behera & Narayan C. Nayak & Harish C. Das, 2016. "Performance of Indian Service Industries Due to IT Adoption," Global Business Review, International Management Institute, vol. 17(5), pages 1073-1093, October.
- Kyuwan Choi & Jinkwon Kim, 2024. "Measuring Hotel Service Productivity Using Two-Stage Network DEA," Sustainability, MDPI, vol. 16(20), pages 1-24, October.
- Kanghwa Choi & DonHee Lee & David Olson, 2015. "Service quality and productivity in the U.S. airline industry: a service quality-adjusted DEA model," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 137-160, March.
- Alemayehu, Fikru K. & Kumbhakar, Subal C. & Landazuri Tveteraas, Sigbjørn, 2022. "Estimation of staff use efficiency: Evidence from the hospitality industry," Technological Forecasting and Social Change, Elsevier, vol. 178(C).
- Meng Qu & Kai Zhao & Renhui Zhang & Yuan Gao & Jing Wang, 2022. "Divergence between Willingness and Behavior of Farmers to Purchase Socialized Agricultural Services: From a Heterogeneity Perspective of Land Scale," Land, MDPI, vol. 11(8), pages 1-21, July.
- Mackelprang, Alan W. & Jayaram, Jayanth & Xu, Kefeng, 2012. "The influence of types of training on service system performance in mass service and service shop operations," International Journal of Production Economics, Elsevier, vol. 138(1), pages 183-194.
- Hallikas, Jukka & Immonen, Mika & Pynnönen, Mikko & Mikkonen, Karri, 2014. "Service purchasing and value creation: Towards systemic purchases," International Journal of Production Economics, Elsevier, vol. 147(PA), pages 53-61.
- Umer Mukhtar & Suleman Anwar, 2016. "Outcome, interaction, environment and relationship quality in service quality interfaces gaps and supply chain competitiveness: a conceptual framework," International Journal of Business Forecasting and Marketing Intelligence, Inderscience Enterprises Ltd, vol. 2(3), pages 248-268.
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Keywords
Service science; Service performance; Service productivity; Production economics; Productivity function; Perceived service quality; Human resource management;All these keywords.
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