Development of a Model for the Comprehensive Analysis and Evaluation of Service Productivity
Although services play a crucial role in economy,
service did not gain as much importance as productivity management
in manufacturing. This paper presents key findings from literature
and practice. Based on an initial definition of complex services, seven
productivity concepts are briefly presented and assessed by relevant,
complex service specific criteria. Following the findings a complex
service productivity model is proposed. The novel model comprises
of all specific dimensions of service provision from both, the
provider-s as well as costumer-s perspective. A clear assignment of
identified value drivers and relationships between them is presented.
In order to verify the conceptual service productivity model a case
study from a project engineering department of a chemical plant
development and construction company is presented.
[1] A. Donabedian, "The Definition of Quality and Approaches to Its
Assessment" in Explorations in Quality Assessment and Monitoring,
Vol. 1, A. Arbor, Health Administration Press MI, 1980, pp. 79-128.
[2] A. Parasuraman, "Service quality and productivity: a synergistic
perspective" in Managing Service Quality, Vol. 12, No. 1, 2002, pp.6-9.
[3] A. Parasuraman, V. A. Zeithaml and L. L. Berry, "A Conceptual Model
of Service Quality and Its Implications for Future Research" in The
Journal of Marketing, Vol. 49, No. 4, 1985, pp. 41-50.
[4] A. Parasuraman, V. A. Zeithaml, L. L. Berry, "SERVQUAL: A
Multiple-Item Scale for Measuring Consumer Perceptions of Service
Quality" in Journal of Retailing , Vol. 64, No. 1, Spring 1988, pp. 12-40.
[5] A. Petz, S. Duckwitz, D. Koch-Körfges, "A Conceptual Model Towards
the Productivity of Complex Services: Identifying Factors of Influence"
in: RESER 2011 Productivity of Services NextGen - Beyond Output /
Input, Conference Proceedings, Fraunhofer Verlag, Stuttgart, 2011.
[6] C. Grönroos, K. Ojasalo, "Service productivity: Towards a
conceptualization of the transformation of inputs into economic results
in services" in Journal of Business Research 57, 2004, pp. 414-423.
[7] C. Lovelock, E. Gummesson, ÔÇ×Whither Services Marketing?: In Search
of a New Paradigm and Fresh Perspectives" in Journal of Service
Research, 2004, pp.20-41.
[8] D. Dobni, "A marketing-relevant framework for understanding service
worker productivity" in Journal of Service Marketing, Vol.18, No. 4,
2004, pp. 303-317.
[9] E. Gummesson, "Productivity, quality and relationship marketing in
service operations" in International Journal of Contemporary
Hospitality Management 10/1 MCB University Press, 1998, pp. 4-15.
[10] F.X. Bea, S. Scheurer, S. Hesselmann, Projektmanagement, 2. Ed., UVK
Verlagsgesellschaft mbH, Konstanz und M├╝nchen, 2011. p. 9.
[11] H. Corsten, ÔÇ×Produktivit├ñtsmanagement bilateraler personenbezogener
Dienstleistungen" in Dienstleistungsproduktion, H. Corsten and W.
Hilke, Vol. 52, Gabler Verlag, Wiesbaden, 1994, pp.43-77.
[12] H. Corsten, R. Gössinger, Dienstleistungsmanagement 5. Ed., Oldenburg
Verlag, M├╝nchen Wien, pp. 139-154.
[13] H. Stachowiak, Modelle - Konstruktion der Wirklichkeit. Munich:
Wilhelm Fink Verlag, 1983, pp. 130-133.
[14] I. Vuorinen, R. Järvinen, U. Lehtinen, "Content and measurement of
productivity in the service sector: A conceptual analysis with an
illustrative case from the insurance business" in International Journal of
Service Industry Management, Vol. 9, No.4, 1998, pp. 377-396.
[15] M. Bruhn, K. Hadwich, Dienstleistungsproduktivität: Management,
Prozessgestaltung, Kundenperspektive, Vol. 1, Gabler Verlag,
Wiesbaden, 2011, pp. 5-9.
[16] M. Burghardt, Projektmanagement: Leitfaden f├╝r die Planung,
Überwachung und Steuerung von Projekten, Vol. 8, Publicis, Erlangen,
2008, pp. 536-562.
[17] M. Haischer, H.-J. Bullinger, K.-P. Fähnrich, "Assessment and Design
of Service Systems" in Handbook of Industrial Engineering: technology
and operations management 3. Ed., G. Salvendy, John Wiley & Sons,
2011, pp. 634-650.
[18] P. Jones, "Quality, capacity and productivity in service industries" in
International Journal of Hospitality Management, Vol. 7, No. 2, 1988,
pp. 104-112.
[19] P.F. Drucker, "Knowledge-Worker Productivity: The Biggest
Challenge" in California Management Review, Vol. 41, No. 2, Winter
1999, pp. 79-94.
[20] P.F. Drucker, "The New Productivity Challenge" in Harvard Business
Review, November-December 1991, pp. 69-79.
[21] P.F. Drucker, Management: Tasks, Responsibilities, Practices (Book
style). Truman Talley Books, New York, 1986, p. 36.
[22] R. Johnston, P. Jones, "Service productivity: Towards understanding the
relationship between operational and customer productivity" in
International Journal of Productivity and Performance Management
Vol. 53, No.3, 2004, pp. 201-213.
[23] Reichmann, T. Reichmann,: Controlling mit Kennzahlen und
Managementberichten. M├╝nchen: Vahlen, 2001.
[24] Rheinisch-Westfälisches Institut für Wirtschaftsforschung, "Potenziale
des Dienstleistungssektors f├╝r Wachstum von Bruttowertschöpfung und
Beschäftigung", RWI Essen, 2008.
[25] S. Duckwitz, A. Petz, S. M├╝tze-Niewöhner, C.M. Schlick,
ÔÇ×Arbeitsprozesssimulation zur systematischen Gestaltung komplexer
Dienstleistungen" in: Multikonferenz der Wirtschaftsinformatik MKWI
2012, Track "Service Engineering und Management" (to be published),
Braunschweig, 2012.
[26] W. Hilke, Dienstleistungs-Marketing. Gabler, Wiesbaden, 1989.
[1] A. Donabedian, "The Definition of Quality and Approaches to Its
Assessment" in Explorations in Quality Assessment and Monitoring,
Vol. 1, A. Arbor, Health Administration Press MI, 1980, pp. 79-128.
[2] A. Parasuraman, "Service quality and productivity: a synergistic
perspective" in Managing Service Quality, Vol. 12, No. 1, 2002, pp.6-9.
[3] A. Parasuraman, V. A. Zeithaml and L. L. Berry, "A Conceptual Model
of Service Quality and Its Implications for Future Research" in The
Journal of Marketing, Vol. 49, No. 4, 1985, pp. 41-50.
[4] A. Parasuraman, V. A. Zeithaml, L. L. Berry, "SERVQUAL: A
Multiple-Item Scale for Measuring Consumer Perceptions of Service
Quality" in Journal of Retailing , Vol. 64, No. 1, Spring 1988, pp. 12-40.
[5] A. Petz, S. Duckwitz, D. Koch-Körfges, "A Conceptual Model Towards
the Productivity of Complex Services: Identifying Factors of Influence"
in: RESER 2011 Productivity of Services NextGen - Beyond Output /
Input, Conference Proceedings, Fraunhofer Verlag, Stuttgart, 2011.
[6] C. Grönroos, K. Ojasalo, "Service productivity: Towards a
conceptualization of the transformation of inputs into economic results
in services" in Journal of Business Research 57, 2004, pp. 414-423.
[7] C. Lovelock, E. Gummesson, ÔÇ×Whither Services Marketing?: In Search
of a New Paradigm and Fresh Perspectives" in Journal of Service
Research, 2004, pp.20-41.
[8] D. Dobni, "A marketing-relevant framework for understanding service
worker productivity" in Journal of Service Marketing, Vol.18, No. 4,
2004, pp. 303-317.
[9] E. Gummesson, "Productivity, quality and relationship marketing in
service operations" in International Journal of Contemporary
Hospitality Management 10/1 MCB University Press, 1998, pp. 4-15.
[10] F.X. Bea, S. Scheurer, S. Hesselmann, Projektmanagement, 2. Ed., UVK
Verlagsgesellschaft mbH, Konstanz und M├╝nchen, 2011. p. 9.
[11] H. Corsten, ÔÇ×Produktivit├ñtsmanagement bilateraler personenbezogener
Dienstleistungen" in Dienstleistungsproduktion, H. Corsten and W.
Hilke, Vol. 52, Gabler Verlag, Wiesbaden, 1994, pp.43-77.
[12] H. Corsten, R. Gössinger, Dienstleistungsmanagement 5. Ed., Oldenburg
Verlag, M├╝nchen Wien, pp. 139-154.
[13] H. Stachowiak, Modelle - Konstruktion der Wirklichkeit. Munich:
Wilhelm Fink Verlag, 1983, pp. 130-133.
[14] I. Vuorinen, R. Järvinen, U. Lehtinen, "Content and measurement of
productivity in the service sector: A conceptual analysis with an
illustrative case from the insurance business" in International Journal of
Service Industry Management, Vol. 9, No.4, 1998, pp. 377-396.
[15] M. Bruhn, K. Hadwich, Dienstleistungsproduktivität: Management,
Prozessgestaltung, Kundenperspektive, Vol. 1, Gabler Verlag,
Wiesbaden, 2011, pp. 5-9.
[16] M. Burghardt, Projektmanagement: Leitfaden f├╝r die Planung,
Überwachung und Steuerung von Projekten, Vol. 8, Publicis, Erlangen,
2008, pp. 536-562.
[17] M. Haischer, H.-J. Bullinger, K.-P. Fähnrich, "Assessment and Design
of Service Systems" in Handbook of Industrial Engineering: technology
and operations management 3. Ed., G. Salvendy, John Wiley & Sons,
2011, pp. 634-650.
[18] P. Jones, "Quality, capacity and productivity in service industries" in
International Journal of Hospitality Management, Vol. 7, No. 2, 1988,
pp. 104-112.
[19] P.F. Drucker, "Knowledge-Worker Productivity: The Biggest
Challenge" in California Management Review, Vol. 41, No. 2, Winter
1999, pp. 79-94.
[20] P.F. Drucker, "The New Productivity Challenge" in Harvard Business
Review, November-December 1991, pp. 69-79.
[21] P.F. Drucker, Management: Tasks, Responsibilities, Practices (Book
style). Truman Talley Books, New York, 1986, p. 36.
[22] R. Johnston, P. Jones, "Service productivity: Towards understanding the
relationship between operational and customer productivity" in
International Journal of Productivity and Performance Management
Vol. 53, No.3, 2004, pp. 201-213.
[23] Reichmann, T. Reichmann,: Controlling mit Kennzahlen und
Managementberichten. M├╝nchen: Vahlen, 2001.
[24] Rheinisch-Westfälisches Institut für Wirtschaftsforschung, "Potenziale
des Dienstleistungssektors f├╝r Wachstum von Bruttowertschöpfung und
Beschäftigung", RWI Essen, 2008.
[25] S. Duckwitz, A. Petz, S. M├╝tze-Niewöhner, C.M. Schlick,
ÔÇ×Arbeitsprozesssimulation zur systematischen Gestaltung komplexer
Dienstleistungen" in: Multikonferenz der Wirtschaftsinformatik MKWI
2012, Track "Service Engineering und Management" (to be published),
Braunschweig, 2012.
[26] W. Hilke, Dienstleistungs-Marketing. Gabler, Wiesbaden, 1989.
@article{"International Journal of Mechanical, Industrial and Aerospace Sciences:52715", author = "A. Petz and S. Duckwitz and C. Schmalz and S. Meyer and S. Mütze-Niewöhner and C.M. Schlick", title = "Development of a Model for the Comprehensive Analysis and Evaluation of Service Productivity", abstract = "Although services play a crucial role in economy,
service did not gain as much importance as productivity management
in manufacturing. This paper presents key findings from literature
and practice. Based on an initial definition of complex services, seven
productivity concepts are briefly presented and assessed by relevant,
complex service specific criteria. Following the findings a complex
service productivity model is proposed. The novel model comprises
of all specific dimensions of service provision from both, the
provider-s as well as costumer-s perspective. A clear assignment of
identified value drivers and relationships between them is presented.
In order to verify the conceptual service productivity model a case
study from a project engineering department of a chemical plant
development and construction company is presented.", keywords = "assessment model, complex services, service
productivity model, value driver.", volume = "6", number = "10", pages = "2098-6", }
