She is a member of the CELS – Research Group on Industrial Systems Engineering, Logistics, and Service Operations at the University of Bergamo. Her research interests are Product Service Systems, mainly focused on data-driven services, service engineering, PSS Operations, and smart manufacturing, with particular focus on Modeling and Simulation May 01, · The growing service sector has experienced several revolutions that have transformed the way services are created and delivered. In parallel, services increasingly pique the interest of scholars, resulting in an expanding body of knowledge. Accordingly, it is time to reflect on extant service research, assess its boundaries, and think about its future A Critical Literature Review of Labour Productivity in Building Construction International Journal of Constructive Research in Civil Engineering (IJCRCE) Page | 78 Varma et al. () told that productivity can be measured by monthly planned/targeted concrete and actual consumption of
Publications | Service Productivity: A Literature Review and Research Agenda
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Log In with Facebook Log In with Google Sign Up with Apple. Remember me on this computer. Enter the email address you signed up with and we'll email you a reset link. Need an account? Click here to sign up. Download Free PDF. Service Productivity: A Literature Review and Research Agenda. Download PDF Download Full PDF Package This paper. A short summary of this paper. Service Productivity: A Literature Review and Research Agenda Bilal Balci1, Alicia Hollmann1, Christoph Rosenkranz1 1 Goethe-University Frankfurt, Information Systems Engineering, Dept.
of Econonmics and Business Administration Until now, there exists no universal approach for measuring the productivi- ty of services. Various factors have different impacts on service productivi- ty, ranging from the relationship between service providers and customers to service quality.
So far, only some of these factors have service productivity a literature review and research agenda investigat- ed in detail.
The purpose of this paper is to describe, synthesize, evaluate, and integrate the results of prior research on service productivity by service productivity a literature review and research agenda ducting a literature review. We selected 13 leading management and eco- nomic journals, covering the period of time from to date. We created an initial catalogue of existing approaches focusing on the measurement, validation, and controlling of service productivity.
We categorize, consoli- date, and discuss the relevant papers accordingly. Based on this, we high- light open issues and possible venues for investigation. As our final result, we develop an agenda for further research on the productivity of services.
Introduction During the last decade, the service sector has been the fastest growing segment and represents a major and increasing part in the global economy Russell, The significance of services for the prosperity of the world economy has been widely rec- ognized Vuorinen et al.
For example, bundles of physical products and services are increasingly offered as an integrated solution to the customer Spring and Araujo, In contrast, the emerg- ing service-dominant logic regards goods as mere appliances for service delivery Lanza and Ude, A service involves at least two partners: a service provider applying competence and a customer that integrates the applied competences with other resources; therefore value is always co-created Spohrer et al.
Smarter service systems serve customers better and create more opportunities for win-win, or benefit-benefit, interactions that result in value co-creation for both ser- vice providers and customers Spohrer and Maglio, This pushes the focus on service science as an emerging discipline of high relevance to both practice and ac- ademia that fosters a cross-disciplinary approach to the study of service systems Chesbrough and Spohrer, Understanding, creating, managing, and delivering successful services calls for systematic studies of managerial, technical, and social issues Johnston, service productivity a literature review and research agenda, ; Johnston, One major issue in the context of service science is how service productivity can be measured and assessed Grönroos and Ojasalo, In contrast, measuring productivity of a service is not yet as well-developed or well-established.
The assessment of service produc- tivity is not trivial, as services in contrast to manufacturing may, service productivity a literature review and research agenda a large extent, be understood as co-creating configurations of people, service productivity a literature review and research agenda, technology, as well as internal and external stakeholders connected by value propositions and shared information.
As a consequence, no universal definition of service productivity exists Hilke, ; Maleri and Frietzsche, ; Reichwald and Möslein, The present paper reviews the academic literature on the problems and issues of measuring as well as understanding productivity in the field of services. The purpose of this literature review is to disclose the current state of research on service produc- tivity, and to develop a research agenda for future research activities in this area, service productivity a literature review and research agenda.
In order to measure and evaluate the findings of our review, we created a catalog of prevailing approaches already applied in both research and practice. Categories that serve as necessary preconditions for the formation of the concept of service produc- tivity are further investigated.
The aim of this catalog is to show and categorize the current state of research in the field of service productivity.
More specifically, the goals of this study are: to identify, categorize, and critically display the existing approaches used for measuring and evaluating the productivity of services; to provide an overview of the most important dimensions which influence service productivity, as well as to estimate their respective importance for the ser- vice productivity; to form a concept corresponding to the level of knowledge of the present work for services productivity.
The reminder of this paper is organized as follows. Section 2 introduces related work that provides the foundation for our analytical framework and categories. We then present the framework of our literature reviews in section 3, describe the literature review procedure, and present our findings in section 4.
Finally, we summarize our findings and discuss future research directions. Theoretical Background and Related Work Until recently, the concept of service productivity has been conceptually underdevel- oped Corsten, Simply transferring the traditional concept of productivity from manufacturing and producing material goods to services is bound to fail because of the immateriality and intangibility of services Corsten, Immateriality refers to both the intangibility of the output, as well as the heterogeneity of services.
Further- more, the integration and involvement of customers in the value creation processes is central to services Lasshof, This means that the customer is inevitably a key factor for service providers, which must also somehow be integrated and ac- counted for in the concept of services productivity. This is in contrast to the classical concept of productivity, where the customer usually is not an integral part during val- ue creation and the business processes often are a closed system Grönroos and Ojasalo, Managing a service is different from managing goods and materials Rust and Chung, Essentially, services man- agement is concerned with managing interactions of humans Chase and Dasu, In the context of service management, the following five characteristics are important aspects for assessing and measuring service productivity: Managing demand: How related are customer demand and service productivi- ty Grönroos and Ojasalo, ?
Because services cannot be produced make-to-stock, predicting customer demand might be essential for assessing service productivity. Service provid- ers need to be able to provide customers with transparency regarding service levels and service quality. Especially the output of a service is hard to measure Grönroos and Ojasalo, Service science has not created a parsimonious, gen- eral and universal framework or concept for service productivity, yet.
This is especially the case with regard to the relation of productivity and quality. Regarding the relationship between service productivity and service quality, some researchers are of the opinion that productivity and quality are inseperable Grönroos and Ojasalo, ; Gummesson,whilst others argue that service productivity a literature review and research agenda is inde- pendent from quality and can be used as an expression of qualitative yield that is detached from the quantitative result Lasshof, ; Nachum, Nevertheless, all researchers agree that the customer determines the quality of a service Lasshof, ; Grönroos and Ojasalo, To make the problem even more complicated, service productivity a literature review and research agenda, a large number of different factors exist that are supposed to have an impact on ser- vice productivity.
Depending on the service process in focus, several different factors might be crucial to determine service productivity, ranging from the relationship be- tween service providers and customers to service quality. Only a few of existing fac- tors representing service productivity have so far been subjected to research and analysis. Two main conceptualizations of service productivity exist throughout the literature, which are exemplified by the models of Grönroos and Ojasalo and Lasshof respectively.
The concept of Grönroos and Ojasalo is based on the specific characteristics of the service process, where service productivity is regarded as a function of several factors of influence. The productivity of a service is deter- mined by how much the service supplier maintains the cost efficiency of his internal structures internal efficiency and resources in the balance and in steering to the quality perceived by the customers external efficiency and to the capacity utilisation capacity efficiency Grönroos and Ojasalo, Verweisquelle konnte nicht gefunden werden.
shows service productivity according to Grönroos and Ojasalo as a function of internal efficiency, exter- nal efficiency, service productivity a literature review and research agenda, and capacity efficiency. A purely quantitative approach is not performance-related for the evaluation of a service and does not describe how effec- tive a service contribution is.
This means that the quality of the results is the focus. Service productivity is understood mainly from the point of view of the service provid- er; however, customer satisfaction plays a central role. The better the perceived qual- ity as perceived by the customer — is the customer satisfied or not?
A contrast to this model is exemplary given by the conceptualization presented in the work of Lasshof Lasshof further suggests a consideration of productivity requires, at the same time, a focus service productivity a literature review and research agenda effectiveness in the form of customer satisfac- tion. An increase of both variables simultaneously leads to a competitive advantage. This concurrent pursuing expresses a concern with the efficiency, the effectiveness, and the productiveness as independent dimensions, which can be evaluated sepa- rately from each other Lasshof, Figure 3 compares these two different views of service productivity.
The one concep- tualization of service productivity considers productivity as a component of efficiency, service productivity a literature review and research agenda, without neglecting effectiveness in service productivity a literature review and research agenda form of customer satisfaction. Consequently, productivity is used as a quantitative expression for yield and is detached from the qualitative component result Fig. On the other hand, the other perspective understands productivity as a single measure that integrates both effec- tiveness and efficiency in itself Fig.
According to this view, productivity cannot be detached from the quality. We con- sider the distinction of the underlying model as a key category. Framework for Analysis Our review is guided by the question which specific performance factors of meas- urement and validation of service productivity can be identified throughout the whole added value process.
Therefore we created an initial catalogue of existing approach- es focusing on the measurement, validation, and controlling of service productivity. The review investigates the categories that serve as necessary preconditions for the formation of the concept of service productivity. It con- sists of categories we identified as key factors with respect to service productivity in the two different existing service productivity models Grönroos and Ojasalo, ; Lasshof, The following constructs were thereby created: 1 service management, 2 custom- er satisfaction, and 3 quality.
In the frame of service productivity, it is worth investi- gating to what extent the constructs service management, customer satisfaction, and quality can be separated of each other.
Besides, only few researchers have investi- gated the nature and the extent of the relation between customer satisfaction and quality Hennig-Thurau and Klee, For instance, Cronin et al. However, there are only few empirical studies addressing this issue and indicating that a direct relationship between these constructs is weak or even nonexistent Hennig-Thurau and Klee, Our literature study is primarily based on an investigation framework that we created for the classification of the selected literature.
gives an overview of the categories. Literature Review 4. Literature search process We conducted a literature review following the approach of Webster and Watson In the first step we selected a detailed list of journals from the VHB Jorqual2 ranking stage S0.
The list consisted of a total number of journals. We then identified journals according to their specific field stage S1 : university management, logistics, manufacturing, marketing, service management and retail management, electronic commerce, as well as small and medium-sized companies. The selec- tion was also investigated in consideration of our research topic.
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1. How is research productivity related to the phases of a research career? Researchers’ scientific productivity increases as they attain higher academic position. Two other individual-level fac-tors are also consistently found to be related to research productivity: researchers’ age (curvilinear relationship) and education background 2 She is a member of the CELS – Research Group on Industrial Systems Engineering, Logistics, and Service Operations at the University of Bergamo. Her research interests are Product Service Systems, mainly focused on data-driven services, service engineering, PSS Operations, and smart manufacturing, with particular focus on Modeling and Simulation We hope that this literature review combined with the expert interviews will encourage further research on the effective management of service employees. It is a fascinating and important topic that warrants the sustained emphasis of academic service research
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