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The productivity challenge in services: measurement and strategic perspectives

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  • Faridah Djellal
  • Faïz Gallouj

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.

Suggested Citation

  • Faridah Djellal & Faïz Gallouj, 2013. "The productivity challenge in services: measurement and strategic perspectives," The Service Industries Journal, Taylor & Francis Journals, vol. 33(3-4), pages 282-299, February.
  • Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:282-299
    DOI: 10.1080/02642069.2013.747519
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    References listed on IDEAS

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    Cited by:

    1. Luria Gil & Gal Iddo & Yagil Dana, 2015. "Spending more time with the customer: service-providers’ behavioral discretion and call-center operations," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 427-443, September.
    2. Silvia Cruz & Sonia Paulino & Faiz Gallouj, 2014. "Innovation in brazilian landfills: a servppin perspective," ECONOMICS AND POLICY OF ENERGY AND THE ENVIRONMENT, FrancoAngeli Editore, vol. 2014(3), pages 79-100.
    3. Kirsi Hyttinen & Sampsa Ruutu & Mika Nieminen & Faiz Gallouj & Marja Toivonen, 2014. "A system dynamic and multi-criteria evaluation of innovations in environmental services," ECONOMICS AND POLICY OF ENERGY AND THE ENVIRONMENT, FrancoAngeli Editore, vol. 2014(3), pages 29-52.
    4. Oscar Montes Pineda & Luis Rubalcaba, 2015. "Human or technological resources? A dilemma in education provision," Investigaciones de Economía de la Educación volume 10,in: Marta Rahona López & Jennifer Graves (ed.), Investigaciones de Economía de la Educación 10, edition 1, volume 10, chapter 24, pages 469-490 Asociación de Economía de la Educación.
    5. Öhman, Mikael & Finne, Max & Holmström, Jan, 2015. "Measuring service outcomes for adaptive preventive maintenance," International Journal of Production Economics, Elsevier, vol. 170(PB), pages 457-467.
    6. World Bank Group, 2016. "Malaysia Economic Monitor, December 2016," World Bank Other Operational Studies 25857, The World Bank.

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