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Service production process: implications for service productivity

Author

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  • Andrews Agya Yalley
  • Harjit Singh Sekhon

Abstract

Purpose - – The purpose of this paper is to differentiate the production process within services from the dominant manufacturing-based production process, with the objective of delineating the production process in services and highlighting its implication for service productivity. Design/methodology/approach - – This study critically reviewed the extant literature on the production processes in manufacturing and services from a multidisciplinary perspective and proposed a framework for the service production process and its relationship with service productivity. Findings - – The production process for services differs from the dominant manufacturing-based production process and entails an input, transformation process and outcome dimensions. Therefore, any advancement in services, particularly the conceptualisation and measurement of service productivity, is dependent on the application of a service-specific production process. Research limitations/implications - – The understanding and delineation of the production process in services would further scholarly understanding of what is means to be productive in services and the impact on the validity of the conceptualisation and measurement of service productivity and other service-related concepts. Practical implications - – The proposed service-based production process can further managerial understanding of the measurement and management of productivity in services. Originality/value - – This paper delineates the production process in services and highlighted its implication for service productivity. This study, therefore, is a step forward in developing service-specific concepts and measures, particularly service productivity.

Suggested Citation

  • Andrews Agya Yalley & Harjit Singh Sekhon, 2014. "Service production process: implications for service productivity," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 63(8), pages 1012-1030, November.
    • Handle: RePEc:eme:ijppmp:v:63:y:2014:i:8:p:1012-1030
    DOI: 10.1108/IJPPM-10-2012-0113
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    Citations

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    Cited by:

    1. Florence Jany‐Catrice, 2022. "A political economy of social impact measurement," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 93(2), pages 267-291, June.
    2. Harjit Sekhon & Andrews Agya Yalley & Sanjit Kumar Roy & Gurvinder Singh Shergill, 2016. "A cross-country study of service productivity," The Service Industries Journal, Taylor & Francis Journals, vol. 36(5-6), pages 223-238, April.
    3. Florian Baer & Kurt Sandkuhl & Michael Leyer & Birger Lantow, 2021. "DESERV IT: A Method for Devolving Service Tasks in IT Services," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 63(4), pages 419-439, August.
    4. Florence JANY-CATRICE, 2020. "Une économie politique des mesures d’impact social," CIRIEC Working Papers 2014, CIRIEC - Université de Liège.
    5. Binh Do & Ninh Nguyen, 2020. "The Links between Proactive Environmental Strategy, Competitive Advantages and Firm Performance: An Empirical Study in Vietnam," Sustainability, MDPI, vol. 12(12), pages 1-22, June.
    6. Sharifah Rahama Amirul & Khairul Hanim Pazim & Sharifah Milda Amirul & Rasid Mail & Jakaria Dasan, 2022. "Developing and validating the qualitative labour productivity measurement in service industry," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(4), pages 2853-2874, August.

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