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Service Productivities’ Next Top-Models

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Christiane Hipp

    (Brandenburg University of Technology Cottbus-Senftenberg)

  • Silvia Gliem

    (Brandenburg University of Technology Cottbus-Senftenberg)

Abstract

This chapter provides an overview for scholars and practitioners about service productivity models that centre or, at least, incorporate frontline employees. Thereby models are sorted into schools of thought and evaluated in terms of the necessities for the holistic analysis of service productivity. This chapter ends with a synopsis displaying the evolution of the considered models. This literature analysis is part of a broader PhD research project conducted by Silvia Gliem. The results of the overall PhD project will be published later in 2022.

Suggested Citation

  • Christiane Hipp & Silvia Gliem, 2022. "Service Productivities’ Next Top-Models," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 773-799, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_37
    DOI: 10.1007/978-3-030-91828-6_37
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