IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v18y1998i4p1-18.html
   My bibliography  Save this article

Efficiency and Productivity Measures for High Contact Services

Author

Listed:
  • Kenneth J Klassen
  • Randolph M Russell
  • James J Chrisman

Abstract

Measuring performance in high contact services has proven difficult largely due to the fact that production and sales occur simultaneously and because the services provided are heterogeneous. This article shows that the simultaneity and heterogeneity of services need not detract from the usefulness of performance indicators. A discussion summarizing desirable and undesirable components of service efficiency and productivity indicators is included, and a measurement approach is proposed Using this new perspective on simultaneity and heterogeneity, services will be able to better track and improve performance.

Suggested Citation

  • Kenneth J Klassen & Randolph M Russell & James J Chrisman, 1998. "Efficiency and Productivity Measures for High Contact Services," The Service Industries Journal, Taylor & Francis Journals, vol. 18(4), pages 1-18, October.
    • Handle: RePEc:taf:servic:v:18:y:1998:i:4:p:1-18
    DOI: 10.1080/02642069800000038
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069800000038
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069800000038?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. François Meyssonnier, 2011. "Le contrôle de gestion des services : Réflexion sur l'instrumentation et les concepts," Post-Print hal-00650555, HAL.
    2. Yves Cinotti, 2007. "Service Encounters: Proposition of a Typology [Proposition d'une typologie des rencontres de service]," Post-Print hal-03324797, HAL.
    3. François Meyssonnier, 2012. "Le contrôle de gestion des services : réflexion sur les fondements et l'instrumentation," Working Papers hal-00694326, HAL.
    4. Matt E. Thatcher & David E. Pingry, 2004. "An Economic Model of Product Quality and IT Value," Information Systems Research, INFORMS, vol. 15(3), pages 268-286, September.
    5. François Meyssonnier & Caroline Tahar, 2012. "Le contrôle des temps et des délais dans les services communaux," Working Papers hal-00693398, HAL.
    6. François Meyssonnier & Caroline Tahar, 2011. "Le contrôle des temps et des délais dans les services communaux," Post-Print hal-00650556, HAL.
    7. Keh, Hean Tat & Chu, Singfat & Xu, Jiye, 2006. "Efficiency, effectiveness and productivity of marketing in services," European Journal of Operational Research, Elsevier, vol. 170(1), pages 265-276, April.
    8. Ricardo Sellers & Juan Luis Nicolau, 2009. "Analysing the effect of environmental factors on service performance," The Service Industries Journal, Taylor & Francis Journals, vol. 31(9), pages 1471-1488, December.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:18:y:1998:i:4:p:1-18. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.