Productivity of Services - An Empirical View on the German Market

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• 作者：Stephan Klingner (16)
  Michael Becker (16)
  Klaus-Peter F?hnrich (16)
  
• 关键词：Service Productivity ; Service Performance
• 刊名：Lecture Notes in Computer Science
• 出版年：2014
• 出版时间：2014
• 年：2014
• 卷：8527
• 期：1
• 页码：516-525
• 参考文献：1. B?ttcher, M., Meiren, T. (eds.): Anforderungen an die Produktivit?t und Komponentisierung von Dienstleistungen. Fraunhofer Verlag, Stuttgart (2012)
  2. B?ttcher, M., Klingner, S., Becker, M., Schumann, K.: Produktivit?t von Dienstleistungssystemen. LIV, Leipzig (2012)
  3. Tether, B.S., Hipp, C., Miles, I.: Standardisation and particularisation in services: evidence from Germany. Research Policy?30(7), 1115-138 (2001) CrossRef
  4. B?ttcher, M., Klingner, S.: Providing a Method for Composing Modular B2B-Services. Journal of Business and Industrial Marketing?26(5), 320-31 (2011) CrossRef
  5. Gwinner, K.P., Bitner, M.J., Brown, S.W., Kumar, A.: Service Customization Through Employee Adaptiveness. Journal of Service Research?8(2), 131-48 (2005) CrossRef
  6. McCarthy, I.P., Pitt, L., Berthon, P.: Service Customization Through Dramaturgy. In: Fogliatto, F.S., da Silveira, G.J.C. (eds.) Mass Customization. Springer London, London (2011)
  7. Freitag, M., Lamberth, S., Klingner, S., B?ttcher, M.: Method of collecting and categorising performance indicators to measure the productivity of modular services using an IT tool. In: Freitag, L., et al. (eds.) 2011 -Method of Collecting and Categorising (2011)
  8. Heiskala, M., Paloheimo, K.-S., Tiihonen, J.: Mass Customisation of Services: Benefits and Challenges of Configurable Services. In: Heiskala, P., et al. (eds.) 2005 -Mass Customisation of Services (2005)
  
• 作者单位：Stephan Klingner (16)
  Michael Becker (16)
  Klaus-Peter F?hnrich (16)
  
  16. Institut for Informatik Abteilung Betriebliche Informationssysteme, Universit?t Leipzig, Germany
  
• ISSN：1611-3349

文摘

The growingly important role of services in economies leads to an increasing competition. Thus, services have to be provided as efficient as possible. Corresponding to the industrial domain, the management of productivity is an important factor of success. Since productivity management of services is relatively new compared to the industrial domain, only few scientific studies exist. The paper adds to this topic by conducting an extensive survey of the current status of productivity management of service companies in Germany. The findings could support both business and science by giving a reference of service productivity management in practice and identifying gaps regarding the development of tools and methods