Productivity in Service Systems: Towards a Managerial Framework

David López (), Carmen de Pablos (), Enrique de la Puerta () and Carlos Fernández ()
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David López: I.E Business School, Madrid, Spain
Carmen de Pablos: Rey Juan Carlos University, Madrid, Spain
Enrique de la Puerta: I.E Business School, Madrid, Spain
Carlos Fernández: SaCyl, Valladolid, Spain

Service Science, 2011, vol. 3, issue 3, 223-238

Abstract: This article addresses a relevant question arising in knowledge-intensive industries: modelling productivity ; an important issue of increasing importance in developed economies, (Drucker [Drucker, P. 1999. Knowledge-worker productivity: the biggest challenge. California Management Review .], Neely [Neely, A. 2002. Business Peformance Measurement: Theory and Practice . Cambridge University Press.], Ramirez [Ramirez, et al. 2004. Measuring knowledge worker productivity. Journal of Intellectual Capital .]). According to the findings presented in this paper, service science and related service dominant logic paradigm, is a useful framework upon which to understand and further operationalize productivity in complex servicings . The research approach adopted combines relevant theory in service science and productivity analysis with a real experience as practiced by a worldwide leading healthcare agency to test the validity of the concepts proposed. [ Service Science , ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

Keywords: healthcare; service systems; service interaction; S-D logic; service management; productivity; knowledge-intensive; complex systems (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:inm:orserv:v:3:y:2011:i:3:p:223-238

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