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Challenges of measuring service productivity in innovative, knowledge-intensive business services

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  • Sabine Biege
  • Gunter Lay
  • Christoph Zanker
  • Thomas Schmall

Abstract

The productivity of services has recently become an intensively researched topic, but the measurement concepts developed up to now are very abstract and aimed at services in general. In this paper, a catalogue of requirements to measure and control the productivity of innovative, knowledge-intensive business services (KIBS) will be developed. Existing concepts of measuring productivity in services will be assessed based on these requirements. Strengths and weaknesses of the concepts will be identified and serve as a basis for developing a productivity-measurement concept for innovative and KIBS in further research.

Suggested Citation

  • Sabine Biege & Gunter Lay & Christoph Zanker & Thomas Schmall, 2013. "Challenges of measuring service productivity in innovative, knowledge-intensive business services," The Service Industries Journal, Taylor & Francis Journals, vol. 33(3-4), pages 378-391, February.
    • Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:378-391
    DOI: 10.1080/02642069.2013.747514
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    References listed on IDEAS

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    1. Faridah Djellal & Faïz Gallouj, 2008. "Measuring and Improving Productivity in Services," Books, Edward Elgar Publishing, number 12734.
    2. Hipp, Christiane & Grupp, Hariolf, 2005. "Innovation in the service sector: The demand for service-specific innovation measurement concepts and typologies," Research Policy, Elsevier, vol. 34(4), pages 517-535, May.
    3. Ville Ojanen & Yan Xin & Kah-Hin Chai, 2009. "Innovation management in technology-related knowledge-intensive business services," International Journal of Entrepreneurship and Innovation Management, Inderscience Enterprises Ltd, vol. 10(2), pages 162-177.
    4. Jon Sundbo, 1997. "Management of Innovation in Services," The Service Industries Journal, Taylor & Francis Journals, vol. 17(3), pages 432-455, July.
    5. Faridah Djellal & Faïz Gallouj, 2008. "Measuring and Improving Productivity in Services: Issues, Strategies and Challenges," Post-Print hal-01111758, HAL.
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    Cited by:

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    4. Adisak Suvittawat, 2020. "Hospitality industry economic innovation out of tradition small–medium‐size enterprises in North‐Eastern Thailand," Australian Economic Papers, Wiley Blackwell, vol. 59(4), pages 319-335, December.
    5. Konara, Palitha & Tan, Yong & Johnes, Jill, 2019. "FDI and heterogeneity in bank efficiency: Evidence from emerging markets," Research in International Business and Finance, Elsevier, vol. 49(C), pages 100-113.
    6. Fritsch, Michael & Changoluisa, Javier, 2017. "New business formation and the productivity of manufacturing incumbents: Effects and mechanisms," Journal of Business Venturing, Elsevier, vol. 32(3), pages 237-259.

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