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Beyond Productivity Measurement and Strategies: Performance Evaluation and Strategies in Services

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  • Faridah Djellal

    (CLERSÉ - Centre Lillois d’Études et de Recherches Sociologiques et Économiques - UMR 8019 - Université de Lille - CNRS - Centre National de la Recherche Scientifique)

  • Faïz Gallouj

    (CLERSÉ - Centre Lillois d’Études et de Recherches Sociologiques et Économiques - UMR 8019 - Université de Lille - CNRS - Centre National de la Recherche Scientifique)

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, 2011. "Beyond Productivity Measurement and Strategies: Performance Evaluation and Strategies in Services," Post-Print halshs-01113986, HAL.
    • Handle: RePEc:hal:journl:halshs-01113986
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-01113986
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    References listed on IDEAS

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    1. Vandermerwe, Sandra & Rada, Juan, 1988. "Servitization of business: Adding value by adding services," European Management Journal, Elsevier, vol. 6(4), pages 314-324, December.
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    6. Faridah Djellal & Faïz Gallouj, 2008. "Measuring and Improving Productivity in Services," Books, Edward Elgar Publishing, number 12734.
    7. T. P. Hill, 1977. "On Goods And Services," Review of Income and Wealth, International Association for Research in Income and Wealth, vol. 23(4), pages 315-338, December.
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    10. Jean Gadrey & Edwige Ghillebaert & Faïz Gallouj, 1997. "Analyser les prestations de cohésion sociale « hors cadre » des services publics et leur coût. Le cas des relations de guichet à La Poste," Working Papers hal-01111932, HAL.
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    12. 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. 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.

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