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Service productivity in different industries – an empirical investigation

Stephan Klingner (Department of Business Information Systems, University of Leipzig, Leipzig, Germany)
Stephanie Pravemann (Department of Business Information Systems, University of Leipzig, Leipzig, Germany)
Michael Becker (Department of Business Information Systems, University of Leipzig, Leipzig, Germany)

Benchmarking: An International Journal

ISSN: 1463-5771

Article publication date: 2 March 2015




The purpose of this paper is to quantitatively evaluate of the current status of productivity management of industrial and non-industrial service companies in Germany. Based on that knowledge, best practices and needs regarding tools and methods can be identified.


In two qualitative pre-studies the theoretical foundation of service productivity was built. Using this knowledge, a quantitative empirical survey was conducted, including almost 2000 service companies. The sampling frame was based on a company database provided by Hoppenstedt. Samples were randomly selected using proportionate stratified sampling.


The findings show the economic importance and meaningfulness of service productivity management, independently from the industry.

Research limitations/implications

Due to the chosen population, the findings are limited to Germany. Furthermore, a more detailed comparison of service industries beyond industrial and non-industrial services was not feasible.

Practical implications

The data contained evidence that companies conducing productivity management are more successful than those who are not. This underlines the economic importance service productivity management.


The paper provides reliable, quantitative insights of the current status, demands, and benefits of service productivity management in the industrial as well as non-industrial sector.



Parts of the work were funded by grants of the German Ministry of Education and Research (BMBF) in the context of the joint research projects “KoProServ” (01FL09004), “IPS” (01IS12013B) and “ServProd“ (01FL09008).


Klingner, S., Pravemann, S. and Becker, M. (2015), "Service productivity in different industries – an empirical investigation", Benchmarking: An International Journal, Vol. 22 No. 2, pp. 238-253.



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Copyright © 2015, Emerald Group Publishing Limited

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