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Service productivity: Towards understanding the relationship between operational and customer productivity

Robert Johnston (Warwick Business School, University of Warwick, Coventry, UK)
Peter Jones (School of Management, University of Surrey, Guildford, UK)

International Journal of Productivity and Performance Management

ISSN: 1741-0401

Article publication date: 1 April 2004

12963

Abstract

It is surprising that little empirical research has been conducted in the area of service productivity given its impact on organisational costs. In order to try to encourage such research, this paper provides a structure for analysing productivity in service organisations by distinguishing between operational and customer productivity. The paper also clarifies the meaning of “productivity” and differentiates it from efficiency and utilisation. The authors identify some of the problems in measuring productivity, especially in a service setting, and then use a few examples to illustrate the sometimes counterintuitive relationship between operational and customer productivity.

Keywords

Citation

Johnston, R. and Jones, P. (2004), "Service productivity: Towards understanding the relationship between operational and customer productivity", International Journal of Productivity and Performance Management, Vol. 53 No. 3, pp. 201-213. https://doi.org/10.1108/17410400410523756

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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