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2011
Conference Paper
Titel
Productivity measurement of knowledge-intensive services
Titel Supplements
Towards adaptable service performance evaluation systems
Abstract
The management of service productivity has become a management priority only in recent years. Surprisingly, the body of knowledge related to service productivity is rather limited. Many firms, especially from manufacturing industries, find it difficult to measure their service productivity and as a consequence, they have troubles in applying the right measures to improve it. This is especially true for those services that are knowledge-intensive and therefore hard to standardise. This paper presents an attempt to identify the requirements that need to be taken into account when measuring the productivity of knowledge-intensive services, based on literature research as well as on a case study.
Author(s)