MEDDELANDEN FRÅN SVENSKA HANDELSHÖGSKOLAN SWEDISH SCHOOL OF ECONOMICS AND BUSINESS ADMINISTRATION WORKING PAPERS 419 Christian Grönroos & Katri Ojasalo SERVICE PRODUCTIVITY: TOWARD A CONCEPTUALISATION OF THE TRANSFORMATION OF INPUTS INTO CUSTOMER VALUE IN SERVICES
نویسندگان
چکیده
1 What Is Meant by Productivity? 1 The Productivity Dilemma: Balancing Revenues and Costs 2 Shortcomings of a Manufacturing-Oriented Productivity Concept 3 The Interrelationships Between Productivity, Quality, Customer Participation and Demand 6 A Service Productivity Model 8 Is Service Productivity a Productivity Concept? 10 Service Productivity as a Learning Relationship 10 Measuring Service Productivity 12 How to Develop Service Productivity Measurement Instruments 14 Managerial Implications 17 References 18 Appendix A. Definitions and Descriptions of Central Concepts and Terms Used 20
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