Service Productivities’ Next Top-Models

Christiane Hipp () and Silvia Gliem ()
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Christiane Hipp: Brandenburg University of Technology Cottbus-Senftenberg
Silvia Gliem: Brandenburg University of Technology Cottbus-Senftenberg

A chapter in The Palgrave Handbook of Service Management, 2022, pp 773-799 from Springer

Abstract: Abstract This chapter provides an overview for scholars and practitioners about service productivity models that centre or, at least, incorporate frontline employees. Thereby models are sorted into schools of thought and evaluated in terms of the necessities for the holistic analysis of service productivity. This chapter ends with a synopsis displaying the evolution of the considered models. This literature analysis is part of a broader PhD research project conducted by Silvia Gliem. The results of the overall PhD project will be published later in 2022.

Keywords: Service productivity; Service productivity models; Frontline employees; SERVPERF; SERVQUAL; Interdisciplinarity (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_37

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DOI: 10.1007/978-3-030-91828-6_37

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