Productivity of Services: an Explorative Study in the Electrical and Chemical Engineering Sector

Andreas Petz (), Sönke Duckwitz and Christina Schmalz
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Andreas Petz: RWTH Aachen University, Germany, Institute of Industrial Engineering and Ergonomics
Sönke Duckwitz: RWTH Aachen University, Germany, Institute of Industrial Engineering and Ergonomics
Christina Schmalz: RWTH Aachen University, Germany, Deutsche Post Chair of Optimization of Distribution Networks

The AMFITEATRU ECONOMIC journal, 2012, vol. 14, issue Special No. 6, 635-652

Abstract: Knowledge intensive, complex services play a crucial role in the economy and welfare of developed countries. However, service productivity management is not as much investigated as productivity in manufacturing. In this paper a literature based and empirically confirmed approach to a comprehensive description of service productivity is provided. Existing service productivity models are evaluated according to a literature based developed evaluation scheme and the results of 32 semi-structured interviews with service experts from two German companies are presented. The results will lay the foundation for the development of a novel comprehensive service productivity model.

Keywords: complex services; productivity; explorative study; efficiency; effectiveness (search for similar items in EconPapers)
JEL-codes: D24 (search for similar items in EconPapers)
Date: 2012
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Persistent link: https://EconPapers.repec.org/RePEc:aes:amfeco:v:14:y:2012:i:special_no_6:p:635-652

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