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Service productivity in the context of the service life cycle

 
: Kicherer, Florian; Hottum, Peter; Janeschek, Sabine; Bienzeisler, Bernd

Ganz, W. (Hrsg.); Kicherer, F. (Hrsg.); Schletz, A. (Hrsg.) ; Fraunhofer-Institut für Arbeitswirtschaft und Organisation -IAO-, Stuttgart:
Productivity of Services NextGen - Beyond Output / Input. RESER 2011. Programme and Abstracts : September 8th-9th 2011, Hamburg, Germany
Stuttgart: Fraunhofer Verlag, 2011
ISBN: 3-8396-0297-1
ISBN: 978-3-8396-0297-3
9 S.
European Association for Research on Services (RESER Conference) <21, 2011, Hamburg>
Englisch
Konferenzbeitrag
Fraunhofer IAO ()

Abstract
The productivity of services is a complex subject and goes well beyond the ratio of input to output. To understand service productivity within the different stages of the service life cycle an approach is being explored that examines 3 layers: individual, organizational and macro. The authors provide a research outline on how to measure, manage and optimize service productivity in dynamic systems. Implications for service providing organizations are presented.

: http://publica.fraunhofer.de/dokumente/N-183651.html