IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v33y2013i3-4p366-377.html
   My bibliography  Save this article

The dynamics of service productivity and value creation: a service life cycle perspective

Author

Listed:
  • Sabine Janeschek
  • Peter Hottum
  • Florian Kicherer
  • Bernd Bienzeisler

Abstract

Due to the complexity of service productivity, the extant research on the topic is scarce. Hence, there is a need for additional studies on the interdependencies of service productivity and value co-creation as well as on the development of a service life cycle model and its impact on service productivity. This paper addresses these research gaps by analysing how services should be engineered and managed to increase service productivity. It also addresses the interaction effects during the service delivery phase and the co-creation of value between service providers and customers. Case studies which were conducted in machinery industry settings evidence the applicability of the conceptual service life cycle model and demonstrate how to measure, manage and optimise service productivity in dynamic systems. The findings show that it is crucial to analyse value co-creation throughout the service process in order to increase and measure service productivity. It is also essential to consider the characteristics of the service life cycle on service productivity. Finally, implications for service companies are discussed.

Suggested Citation

  • Sabine Janeschek & Peter Hottum & Florian Kicherer & Bernd Bienzeisler, 2013. "The dynamics of service productivity and value creation: a service life cycle perspective," The Service Industries Journal, Taylor & Francis Journals, vol. 33(3-4), pages 366-377, February.
    • Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:366-377
    DOI: 10.1080/02642069.2013.747518
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2013.747518
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2013.747518?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.

    References listed on IDEAS

    as
    1. John W. Kendrick, 1956. "Productivity Trends: Capital and Labor," NBER Books, National Bureau of Economic Research, Inc, number kend56-1.
    2. John Kendrick, 1956. "Productivity Trends: Capital and Labor," NBER Chapters, in: Productivity Trends: Capital and Labor, pages -3-23, National Bureau of Economic Research, Inc.
    3. Faridah Djellal & Faïz Gallouj, 2008. "Measuring and Improving Productivity in Services," Books, Edward Elgar Publishing, number 12734.
    4. Faridah Djellal & Faïz Gallouj, 2008. "Measuring and Improving Productivity in Services: Issues, Strategies and Challenges," Post-Print hal-01111758, HAL.
    Full references (including those not matched with items on IDEAS)

    Citations

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


    Cited by:

    1. Johannes Hofmeister & Dominik K. Kanbach & Jens Hogreve, 2024. "Service productivity: a systematic review of a dispersed research area," Management Review Quarterly, Springer, vol. 74(3), pages 1249-1281, September.
    2. Dhiab, H. & Labarthe, P. & Laurent, C., 2020. "How the performance rationales of organisations providing farm advice explain persistent difficulties in addressing societal goals in agriculture," Food Policy, Elsevier, vol. 95(C).
    3. E. Migol V. & Е. Миголь В., 2018. "Концепция Совместного Создания Ценности И Трансформация Бизнесмодели: Особенности Компаний, Отличных По Типу Производства И Экономического Взаимодействия // The Concept Of Joint Value Creation And Tra," Финансы: теория и практика/Finance: Theory and Practice // Finance: Theory and Practice, ФГОБУВО Финансовый университет при Правительстве Российской Федерации // Financial University under The Government of Russian Federation, vol. 22(2), pages 160-170.
    4. Rafael Marques & Rafael Teixeira & Daniel P. Lacerda & Fabio S. Piran, 2023. "Exploring outsourcing service productivity from the buyer and supplier perspective: A case analysis in the fleet maintenance industry," Operations Management Research, Springer, vol. 16(2), pages 853-867, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Pascal Petit, 2010. "Innovation and Services: On Biases and Beyond," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 17, Edward Elgar Publishing.
    2. Norman Gemmell & Patrick Nolan & Grant Scobie, 2017. "Public sector productivity: Quality adjusting sector-level data on New Zealand schools," Working Papers 2017/02, New Zealand Productivity Commission.
    3. Faridah Djellal & Faïz Gallouj, 2010. "Beyond productivity strategies in services," Journal of Innovation Economics, De Boeck Université, vol. 0(1), pages 89-104.
    4. Stavins, Robert & Jaffe, Adam & Newell, Richard, 2000. "Technological Change and the Environment," Working Paper Series rwp00-002, Harvard University, John F. Kennedy School of Government.
    5. Griliches, Zvi, 1997. "Education, Human Capital, and Growth: A Personal Perspective," Journal of Labor Economics, University of Chicago Press, vol. 15(1), pages 330-344, January.
    6. Faridah Djellal & Faïz Gallouj, 2010. "Invisible innovation and hidden performance in services: a challenge for public policy," Post-Print hal-01672583, HAL.
    7. Camal Gallouj & Faïz Gallouj & Marie-Hélène Vigliano, 2012. "Au-delà de la productivité : les multiples mondes de la performance dans le commerce," Post-Print halshs-01114088, HAL.
    8. Hamblin, David & Iyer, Arun, 1996. "What difference does your industry make?," International Journal of Production Economics, Elsevier, vol. 43(2-3), pages 155-174, June.
    9. G Cameron, 1996. "Innovation and Economic Growth," CEP Discussion Papers dp0277, Centre for Economic Performance, LSE.
    10. Faridah Djellal & Faïz Gallouj, 2010. "The Innovation Gap and the Performance Gap in the Service Economies: A Problem for Public Policy," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 27, Edward Elgar Publishing.
    11. Enrica De Cian, 2009. "Factor-Augmenting Technical Change: An Empirical Assessment," Working Papers 2009.18, Fondazione Eni Enrico Mattei.
    12. Chad Turner & Robert Tamura & Sean Mulholland, 2013. "How important are human capital, physical capital and total factor productivity for determining state economic growth in the United States, 1840–2000?," Journal of Economic Growth, Springer, vol. 18(4), pages 319-371, December.
    13. M.Rosaria Alfano & A. Laura Baraldi, 2008. "The design of electoral rules and their impact on economic growth: the Italian case," Working Papers 3_2008, D.E.S. (Department of Economic Studies), University of Naples "Parthenope", Italy.
    14. Zvi Griliches, 1996. "The Discovery of the Residual: A Historical Note," Journal of Economic Literature, American Economic Association, vol. 34(3), pages 1324-1330, September.
    15. Milenko Popovic, 2007. "Rising Wage Inequality, Rate Of Return On Investment In Education, And Cost Of Education," Montenegrin Journal of Economics, Economic Laboratory for Transition Research (ELIT), vol. 3(5), pages 35-58.
    16. Wang, Sun Ling & Hoppe, Robert A & Hertz, Thomas & Xu, Shicong, 2022. "Farm Labor, Human Capital, and Agricultural Productivity in the United States," Economic Research Report 327178, United States Department of Agriculture, Economic Research Service.
    17. Rinaldo Evangelista & Maria Savona, 2010. "Innovation and Employment in Services," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 16, Edward Elgar Publishing.
    18. Rodolfo Cermeño & Sirenia Vázquez, 2009. "Technological Backwardness in Agriculture: Is it Due to Lack of R&D, Human Capital, and Openness to International Trade?," Review of Development Economics, Wiley Blackwell, vol. 13(4), pages 673-686, November.
    19. Faridah Djellal & Faïz Gallouj, 2008. "Innovation in services and entrepreneurship: beyond industrialist and technologist concepts of sustainable development," Post-Print halshs-01113906, HAL.
    20. Faïz Gallouj, 2012. "Service: innovation, performance and public policy," Working Papers hal-01111765, HAL.

    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:33:y:2013:i:3-4:p:366-377. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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.