Service production process: implications for service productivity

Abstract

Purpose

The purpose of this paper is to differentiate the production process within services from the dominant manufacturing-based production process, with the objective of delineating the production process in services and highlighting its implication for service productivity.

Design/methodology/approach

This study critically reviewed the extant literature on the production processes in manufacturing and services from a multidisciplinary perspective and proposed a framework for the service production process and its relationship with service productivity.

Findings

The production process for services differs from the dominant manufacturing-based production process and entails an input, transformation process and outcome dimensions. Therefore, any advancement in services, particularly the conceptualisation and measurement of service productivity, is dependent on the application of a service-specific production process.

Research limitations/implications

The understanding and delineation of the production process in services would further scholarly understanding of what is means to be productive in services and the impact on the validity of the conceptualisation and measurement of service productivity and other service-related concepts.

Practical implications

The proposed service-based production process can further managerial understanding of the measurement and management of productivity in services.

Originality/value

This paper delineates the production process in services and highlighted its implication for service productivity. This study, therefore, is a step forward in developing service-specific concepts and measures, particularly service productivity.

Citation

Agya Yalley, A. and Singh Sekhon, H. (2014), "Service production process: implications for service productivity", International Journal of Productivity and Performance Management, Vol. 63 No. 8, pp. 1012-1030. https://doi.org/10.1108/IJPPM-10-2012-0113