Understanding and managing service productivity: A literature review
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References listed on IDEAS
- Eugene W. Anderson & Claes Fornell & Roland T. Rust, 1997. "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, INFORMS, vol. 16(2), pages 129-145.
- Flie[ss], Sabine & Kleinaltenkamp, Michael, 2004. "Blueprinting the service company: Managing service processes efficiently," Journal of Business Research, Elsevier, vol. 57(4), pages 392-404, April.
- Dobni, Dawn & Ritchie, J. R. Brent & Zerbe, Wilf, 2000. "Organizational Values: The Inside View of Service Productivity," Journal of Business Research, Elsevier, vol. 47(2), pages 91-107, February.
- Gronroos, Christian & Ojasalo, Katri, 2004. "Service productivity: Towards a conceptualization of the transformation of inputs into economic results in services," Journal of Business Research, Elsevier, vol. 57(4), pages 414-423, April.
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Cited by:
- Aleksandra Kordalska & Magdalena Olczyk, 2020.
"What fosters firm-level labour productivity in Eastern European and Central Asian countries?,"
Bank i Kredyt, Narodowy Bank Polski, vol. 51(1), pages 91-120.
- Aleksandra Kordalska & Magdalena Olczyk, 2019. "What Fosters Firm-Level Labour Productivity In Eastern European And Central Asian Countries?," GUT FME Working Paper Series A 55, Faculty of Management and Economics, Gdansk University of Technology.
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Keywords
Service Productivity; Service Performance; Service Efficiency; Service Effectiveness;All these keywords.
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