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Efficiency and Productivity Measures for High Contact Services

Author

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  • Kenneth J Klassen
  • Randolph M Russell
  • James J Chrisman

Abstract

Measuring performance in high contact services has proven difficult largely due to the fact that production and sales occur simultaneously and because the services provided are heterogeneous. This article shows that the simultaneity and heterogeneity of services need not detract from the usefulness of performance indicators. A discussion summarizing desirable and undesirable components of service efficiency and productivity indicators is included, and a measurement approach is proposed Using this new perspective on simultaneity and heterogeneity, services will be able to better track and improve performance.

Suggested Citation

  • Kenneth J Klassen & Randolph M Russell & James J Chrisman, 1998. "Efficiency and Productivity Measures for High Contact Services," The Service Industries Journal, Taylor & Francis Journals, vol. 18(4), pages 1-18, October.
    • Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:1-18
    DOI: 10.1080/02642069800000038
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    Cited by:

    1. François Meyssonnier & Caroline Tahar, 2011. "Le contrôle des temps et des délais dans les services communaux," Post-Print hal-00650556, HAL.
    2. Ricardo Sellers & Juan Luis Nicolau, 2009. "Analysing the effect of environmental factors on service performance," The Service Industries Journal, Taylor & Francis Journals, vol. 31(9), pages 1471-1488, December.
    3. Yves Cinotti, 2007. "Service Encounters: Proposition of a Typology [Proposition d'une typologie des rencontres de service]," Post-Print hal-03324797, HAL.
    4. François Meyssonnier, 2012. "Le contrôle de gestion des services : réflexion sur les fondements et l'instrumentation," Working Papers hal-00694326, HAL.
    5. Keh, Hean Tat & Chu, Singfat & Xu, Jiye, 2006. "Efficiency, effectiveness and productivity of marketing in services," European Journal of Operational Research, Elsevier, vol. 170(1), pages 265-276, April.
    6. Matt E. Thatcher & David E. Pingry, 2004. "An Economic Model of Product Quality and IT Value," Information Systems Research, INFORMS, vol. 15(3), pages 268-286, September.
    7. François Meyssonnier & Caroline Tahar, 2012. "Le contrôle des temps et des délais dans les services communaux," Working Papers hal-00693398, HAL.
    8. François Meyssonnier, 2011. "Le contrôle de gestion des services : Réflexion sur l'instrumentation et les concepts," Post-Print hal-00650555, HAL.

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