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Understanding and managing service productivity: A literature review

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  • Dobmeier, Mirjam

Abstract

Managers in service industries aim to achieve high efficiency and high quality at the same time to be profitable. This dual emphasis might lead to a trade-off as a focus on efficiency often results in decreasing service quality and vice versa. Even as this trade-off is generally acknowledged, research on service performance measurement often focuses only on either operational efficiency or service quality. A research stream that deals with the problem of achieving both efficiency and effectiveness is service productivity. This article gives a review on how service productivity is conceptually defined and empirically analyzed. The objective is to get a finer-grained understanding on service productivity, especially on how efficiency and effectiveness are interrelated ad which and how antecedents affect service productivity. In doing so, several insights on how to manage service productivity are given and several implications for further research are examined.

Suggested Citation

  • Dobmeier, Mirjam, 2016. "Understanding and managing service productivity: A literature review," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 9(1), pages 518-540.
    • Handle: RePEc:zbw:fubjbm:149030
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    1. Eugene W. Anderson & Claes Fornell & Roland T. Rust, 1997. "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, INFORMS, vol. 16(2), pages 129-145.
    2. Gronroos, Christian & Ojasalo, Katri, 2004. "Service productivity: Towards a conceptualization of the transformation of inputs into economic results in services," Journal of Business Research, Elsevier, vol. 57(4), pages 414-423, April.
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    4. Dobni, Dawn & Ritchie, J. R. Brent & Zerbe, Wilf, 2000. "Organizational Values: The Inside View of Service Productivity," Journal of Business Research, Elsevier, vol. 47(2), pages 91-107, February.
    5. Vikas Mittal & Eugene W. Anderson & Akin Sayrak & Pandu Tadikamalla, 2005. "Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction," Marketing Science, INFORMS, vol. 24(4), pages 544-555, August.
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