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Productivity in Service Systems: Towards a Managerial Framework

Author

Listed:
  • David López

    (I.E Business School, Madrid, Spain)

  • Carmen de Pablos

    (Rey Juan Carlos University, Madrid, Spain)

  • Enrique de la Puerta

    (I.E Business School, Madrid, Spain)

  • Carlos Fernández

    (SaCyl, Valladolid, Spain)

Abstract

This article addresses a relevant question arising in knowledge-intensive industries: modelling productivity ; an important issue of increasing importance in developed economies, (Drucker [Drucker, P. 1999. Knowledge-worker productivity: the biggest challenge. California Management Review .], Neely [Neely, A. 2002. Business Peformance Measurement: Theory and Practice . Cambridge University Press.], Ramirez [Ramirez, et al. 2004. Measuring knowledge worker productivity. Journal of Intellectual Capital .]). According to the findings presented in this paper, service science and related service dominant logic paradigm, is a useful framework upon which to understand and further operationalize productivity in complex servicings . The research approach adopted combines relevant theory in service science and productivity analysis with a real experience as practiced by a worldwide leading healthcare agency to test the validity of the concepts proposed. [ Service Science , ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

Suggested Citation

  • David López & Carmen de Pablos & Enrique de la Puerta & Carlos Fernández, 2011. "Productivity in Service Systems: Towards a Managerial Framework," Service Science, INFORMS, vol. 3(3), pages 223-238, September.
    • Handle: RePEc:inm:orserv:v:3:y:2011:i:3:p:223-238
    DOI: 10.1287/serv.3.3.223
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