Insight into productivity management in services: exploring research agendas

Authors: Shafti Farhad

Management Science Working Paper No. 5 (2006)

If the author is a current member of the Management Science staff then a copy of this paper, as a PDF file, can be obtained free of charge, by emailing the author. The email addresses of staff members can be found on the staff webpage. Please make sure to specify the research paper number when requesting the paper.

Abstract

Email abstract to a colleague

This paper aims to explore some of the most controversial issues about productivity management in services via inductive research and empirically collected data. Particular focus will be placed on the relationship between productivity and quality. The explorative approach of this research project leads to a number of interesting insights into service productivity and quality and their relationship. The paper is concluded by raising a number of academic research agendas. The findings are also useful for practitioners who are dealing with understanding and improving productivity while facing the challenge of trade-offs between productivity and quality improvement in their services.