An empirical approach to service classification for productivity management studies

Shafti, F., Van Der Meer, R. and Williams, T. (2007) An empirical approach to service classification for productivity management studies. Service Industries Journal, 27(6), pp. 709-730. (doi: 10.1080/02642060701453197)

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This paper presents key results of a research project on the application of service dimensions and classifications, to study differences between productivity management challenges across 12 important service sectors in the UK. The research methodology was mainly empirical in nature: unlike other research in this area, appropriate service dimensions and consequent classification models were introduced only after analysing the relationship between a number of candidate dimensions and aspects of productivity management. Among the dimensions studied, Front/Back Value Added, Personnel Judgement and Product/Process Focus turned out to be suitable indicators for a range of aspects relating to productivity management in services.

Item Type:Articles
Keywords:Business, management, service industries, service dimensions, service classifications
Glasgow Author(s) Enlighten ID:Shafti, Dr Farhad
Authors: Shafti, F., Van Der Meer, R., and Williams, T.
College/School:College of Social Sciences > Adam Smith Business School > Management
Journal Name:Service Industries Journal
Publisher:Taylor & Francis
ISSN (Online):1743-9507
Published Online:22 August 2007

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