 Service productivity and service quality: A necessary trade-off?Armando Calabrese International Journal of Production Economics, 2012, vol. 135, issue 2, 800-812 Abstract: This paper is about service productivity and perceived service quality. Both a high service productivity and a high customer perceived quality are two main drivers of good performances in service companies and they simultaneously occur as a consequence of a synergy of several drivers such as employees' competences and motivation, organizational efficiency, technical devices availability, information technologies employment, etc. In scientific literature a trade-off between productivity and perceived service quality is asserted and several cases derived both by market observations and academic research could bear such trade-off out. But, is it possible to state that, under some circumstances, such a trade-off between productivity and perceived service quality could be avoided? And if yes, why such certified substitution should not work? Keywords: Service science; Service performance; Service productivity; Production economics; Productivity function; Perceived service quality; Human resource management (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:proeco:v:135:y:2012:i:2:p:800-812 DOI: 10.1016/j.ijpe.2011.10.014 Access Statistics for this article International Journal of Production Economics is currently edited by Stefan Minner More articles in International Journal of Production Economics from Elsevier |
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