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The dynamics of service productivity and value creation: a service life cycle perspective

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  • Sabine Janeschek
  • Peter Hottum
  • Florian Kicherer
  • Bernd Bienzeisler

Abstract

Due to the complexity of service productivity, the extant research on the topic is scarce. Hence, there is a need for additional studies on the interdependencies of service productivity and value co-creation as well as on the development of a service life cycle model and its impact on service productivity. This paper addresses these research gaps by analysing how services should be engineered and managed to increase service productivity. It also addresses the interaction effects during the service delivery phase and the co-creation of value between service providers and customers. Case studies which were conducted in machinery industry settings evidence the applicability of the conceptual service life cycle model and demonstrate how to measure, manage and optimise service productivity in dynamic systems. The findings show that it is crucial to analyse value co-creation throughout the service process in order to increase and measure service productivity. It is also essential to consider the characteristics of the service life cycle on service productivity. Finally, implications for service companies are discussed.

Suggested Citation

  • Sabine Janeschek & Peter Hottum & Florian Kicherer & Bernd Bienzeisler, 2013. "The dynamics of service productivity and value creation: a service life cycle perspective," The Service Industries Journal, Taylor & Francis Journals, vol. 33(3-4), pages 366-377, February.
    • Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:366-377
    DOI: 10.1080/02642069.2013.747518
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    References listed on IDEAS

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    1. John W. Kendrick, 1956. "Productivity Trends: Capital and Labor," NBER Books, National Bureau of Economic Research, Inc, number kend56-1, January.
    2. John Kendrick, 1956. "Productivity Trends: Capital and Labor," NBER Chapters, in: Productivity Trends: Capital and Labor, pages -3-23, National Bureau of Economic Research, Inc.
    3. Faridah Djellal & Faïz Gallouj, 2008. "Measuring and Improving Productivity in Services," Books, Edward Elgar Publishing, number 12734.
    4. Faridah Djellal & Faïz Gallouj, 2008. "Measuring and Improving Productivity in Services: Issues, Strategies and Challenges," Post-Print hal-01111758, HAL.
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    Cited by:

    1. Johannes Hofmeister & Dominik K. Kanbach & Jens Hogreve, 2024. "Service productivity: a systematic review of a dispersed research area," Management Review Quarterly, Springer, vol. 74(3), pages 1249-1281, September.
    2. E. Migol V. & Е. Миголь В., 2018. "Концепция Совместного Создания Ценности И Трансформация Бизнесмодели: Особенности Компаний, Отличных По Типу Производства И Экономического Взаимодействия // The Concept Of Joint Value Creation And Transformation Of The Business Model: Peculiar Proper," Финансы: теория и практика/Finance: Theory and Practice // Finance: Theory and Practice, ФГОБУВО Финансовый университет при Правительстве Российской Федерации // Financial University under The Government of Russian Federation, vol. 22(2), pages 160-170.
    3. Rafael Marques & Rafael Teixeira & Daniel P. Lacerda & Fabio S. Piran, 2023. "Exploring outsourcing service productivity from the buyer and supplier perspective: A case analysis in the fleet maintenance industry," Operations Management Research, Springer, vol. 16(2), pages 853-867, June.
    4. Johannes Hofmeister & Dominik K. Kanbach & Jens Hogreve, 2024. "Measuring and managing service productivity: a meta-analysis," Review of Managerial Science, Springer, vol. 18(3), pages 739-775, March.
    5. Dhiab, H. & Labarthe, P. & Laurent, C., 2020. "How the performance rationales of organisations providing farm advice explain persistent difficulties in addressing societal goals in agriculture," Food Policy, Elsevier, vol. 95(C).

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