Conceptualizing productivity in services:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
Helsingfors
Swedish School of Economics
1999
|
| Schriftenreihe: | Ekonomi och samhälle
75 |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | V, 222 S. graph. Darst. |
| ISBN: | 9515555841 |
Internformat
MARC
| LEADER | 00000nam a2200000 cb4500 | ||
|---|---|---|---|
| 001 | BV041554309 | ||
| 003 | DE-604 | ||
| 005 | 20140128 | ||
| 007 | t | ||
| 008 | 140113s1999 d||| m||| 00||| eng d | ||
| 020 | |a 9515555841 |9 951-555-584-1 | ||
| 035 | |a (OCoLC)869870945 | ||
| 035 | |a (DE-599)BVBBV041554309 | ||
| 040 | |a DE-604 |b ger |e rakwb | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-945 | ||
| 084 | |a QQ 250 |0 (DE-625)141969: |2 rvk | ||
| 100 | 1 | |a Ojasalo, Katri |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Conceptualizing productivity in services |c Katri Ojasalo |
| 264 | 1 | |a Helsingfors |b Swedish School of Economics |c 1999 | |
| 300 | |a V, 222 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 490 | 1 | |a Ekonomi och samhälle |v 75 | |
| 502 | |a Zugl.: Helsinki, Swedish School of Economics, Diss., 1999 | ||
| 650 | 0 | 7 | |a Dienstleistung |0 (DE-588)4012178-1 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Produktivität |0 (DE-588)4047364-8 |2 gnd |9 rswk-swf |
| 655 | 7 | |0 (DE-588)4113937-9 |a Hochschulschrift |2 gnd-content | |
| 689 | 0 | 0 | |a Dienstleistung |0 (DE-588)4012178-1 |D s |
| 689 | 0 | 1 | |a Produktivität |0 (DE-588)4047364-8 |D s |
| 689 | 0 | |C b |5 DE-604 | |
| 830 | 0 | |a Ekonomi och samhälle |v 75 |w (DE-604)BV000823559 |9 75 | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=026999980&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-026999980 | ||
Datensatz im Suchindex
| _version_ | 1804151665428791296 |
|---|---|
| adam_text | i
TABLE OF CONTENTS
1 INTRODUCTION 1
1.1 Why is productivity important? 1
1.2 The term productivity 4
1.3 Related terms: efficiency, effectiveness, and profitability 9
1.4 Research in the field of service productivity 15
1.5 The aim of the study 21
1.5.1 Delimitations 23
1.5.2 Contribution 25
1.6 The structure of the study 25
2 RESEARCH DESIGN 28
2.1 Scientific view behind the study 28
2.2 The logic of abductive reasoning 32
2.3 Preunderstanding 36
2.4 Selection of theories 37
2.5 The case design 39
2.6 Selection of the case company 41
2.6.1 Criteria used in the selection 41
2.6.2 A brief description of the case company 43
2.7 Generating the case data 44
2.7.1 Participant observation 45
2.7.2 Interviewing 47
2.7.3 Investigation of archival sources 48
2.8 Interpreting data 49
2.9 The validity and generalization of the study 52
3 THE CONCEPT OF SERVICE PRODUCTIVITY 56
3.1 Introduction 56
3.2 The need for developing a new concept of service productivity 57
ii
3.3 Different types of services 65
Case interpretation: The need for developing a new productivity concept ..67
3.4 Developing a new concept of service productivity 70
4 ANALYZING THE ELEMENTS OF THE SERVICE PRODUCTIVITY
CONCEPT 76
4.1 Introduction 76
4.2 Analysis of service inputs 76
4.2.1 The nature of the service provider s inputs 77
Case interpretation: The nature of the service provider s inputs 80
4.2.2 Conclusions on the service provider s inputs 85
4.2.3 The customer s influence on the service provider s inputs 88
Case interpretation:
The customers influence on the service provider s inputs 98
4.2.4 Conclusions on customers impact on the service provider s inputs 104
4.3 Analysis of service output 108
4.3.1 The nature of service output 108
Case interpretation: The nature of service output 113
4.3.2 Conclusions on the nature of service output 117
4.3.3 Customers influence on service output 118
Case interpretation: Customers influence on service output. 119
4.3.4 Conclusions on customers influence on service output 121
4.4 Analysis of capacity utilization 122
4.4.1 Demand and capacity impact on service productivity 122
Case interpretation:
Demand and capacity impact on service productivity. 124
4.4.2 Conclusions on the demand and capacity impact on
service productivity 126
5 SERVICE PRODUCTIVITY MEASURES 129
5.1 Introduction 129
5.2 Alternatives for measuring service productivity 130
5.2.1 Partial and total productivity measures 130
iii
5.2.2 Evaluation of partial and total productivity measures 131
5.2.3 Physical, financial and combination measures 132
5.2.4 Evaluation of physical, financial, and combination measures 134
Case interpretation:
Physical versus financial measures of service productivity 139
5.3 Discussion of the ratio of revenues to costs as a measure of
service productivity 141
5.4 The formula for measuring and analyzing service productivity
on a detailed level 146
5.5 Comparison of the revenues to costs ratio and the productivity formula... 157
6 IMPROVING THE PRODUCTIVITY OF A SERVICE COMPANY 160
6.1 Introduction 160
6.2 Improving internal efficiency 162
6.2.1 Developing internal processes to improve productivity 162
6.2.2 Increasing the use of technology to improve productivity 167
6.2.3 Decreasing uncertainty caused by customers 171
Case interpretation: Improving internal efficiency 174
6.3 Raising external effectiveness 178
6.3.1 Improving the quality of the labor force 178
Case interpretation: Improving external effectiveness 182
6.4 Increasing the level of capacity utilization 186
6.4.1 Changing demand to fit capacity 186
6.4.2 Hexing capacity to match demand 187
Case interpretation: Increasing the level of capacity utilization 188
6.5 Conclusions on ways of improving the productivity of a service company 192
7 CONTRIBUTIONS AND SUGGESTIONS FOR FURTHER RESEARCH 195
7.1 Summary and contributions 195
7.2 Managerial implications 203
7.3 Suggestions for further research 204
REFERENCES 206
iv
FIGURES
Figure 1 Chronology of some important definitions of productivity (Sumanth 1984,4) 5
Figure 2 General Productivity Concept (see Sink 1985, 3 and 251) 6
Figure 3 The American Productivity Center model of productivity measurement at the
firm level (American Productivity Center Inc., in Sumanth 1984,106) 12
Figure 4 Overview of Philosophy of Science Perspective (adapted from Calder 1977,
354) 29
Figure 5 Wallace wheel: Phases of a research process (Wallace 1969, ix) 32
Figure 6 The research process 35
Figure 7 A classification scheme for different types of services (partly adapted from
Haywood-Farmer 1990, 22) 66
Figure 8 The concept of service productivity from a service company s perspective 71
Figure 9 Formation of total inputs needed in the production of a service output 72
Figure 10 Approximate annual shares of the different input costs at CharterBus 81
Figure 11 Potential Customer Involvement in Creating Enhanced Productivity
(adapted from Lengnick-Hall 1996,797) 90
Figure 12 Models of the service production process (Goodwin and Radford 1993,
235) 97
Figure 13 The customer s impact on service productivity 105
Figure 14 The effects of competence gaps on service productivity 106
Figure 15 GrSnroos model of total perceived quality (Gronroos 1990,41) 113
Figure 16 Alternatives for measuring service productivity (Ojasalo 1997,5) 133
Figure 17 The Productivity of Services: Output Measures (Rathmell 1974, 65) 135
Figure 18 Service productivity as the function of internal efficiency, external
effectiveness, and capacity utilization 161
Figure 19 Characterization of employees grouped according to level of productivity
and level of quality (see Singh and Rhoads 1996) 180
Figure 20 The Service Profit Chain (Heskett 1995) 180
Figure 21 Strategies for shifting demand to match capacity (Zeithaml and Bitner 1996,
199; Shemwell and Cronin 1994,16) 187
Figure 22 Strategies for flexing capacity to match demand (Zeithaml and Bitner 1996;
Shemwell and Cronin 1994,16) 188
V
Figure 23 Effects of the customer s and provider s learning on service productivity 194
Figure 24 The concept of service productivity from a service company s perspective
(precicened) 201
TABLES
Table 1 Differences between the assumptions included in the traditional concept of
productivity and the characteristics of services and service production 59
Table 2 Characterization of the four cost groups 87
Table 3 Levels of customer participation across different services (adapted from
Hubbert 1995, in Zeithaml and Bitner 1996,367) 92
Table 4 Demand and capacity impact on quantity and quality of service output 127
Table 5 Characteristics of alternatives for measuring partial and total productivity of
services 137
Table 6 Advantages and limitations of using the revenues/costs ratio for measuring the
productivity of a service company 143
Table 7 Comparison of the ratio of revenues to costs and the productivity formula as
measures of service productivity 158
|
| any_adam_object | 1 |
| author | Ojasalo, Katri |
| author_facet | Ojasalo, Katri |
| author_role | aut |
| author_sort | Ojasalo, Katri |
| author_variant | k o ko |
| building | Verbundindex |
| bvnumber | BV041554309 |
| classification_rvk | QQ 250 |
| ctrlnum | (OCoLC)869870945 (DE-599)BVBBV041554309 |
| discipline | Wirtschaftswissenschaften |
| format | Thesis Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01524nam a2200385 cb4500</leader><controlfield tag="001">BV041554309</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20140128 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">140113s1999 d||| m||| 00||| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9515555841</subfield><subfield code="9">951-555-584-1</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)869870945</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV041554309</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rakwb</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-945</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QQ 250</subfield><subfield code="0">(DE-625)141969:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Ojasalo, Katri</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Conceptualizing productivity in services</subfield><subfield code="c">Katri Ojasalo</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Helsingfors</subfield><subfield code="b">Swedish School of Economics</subfield><subfield code="c">1999</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">V, 222 S.</subfield><subfield code="b">graph. Darst.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="490" ind1="1" ind2=" "><subfield code="a">Ekonomi och samhälle</subfield><subfield code="v">75</subfield></datafield><datafield tag="502" ind1=" " ind2=" "><subfield code="a">Zugl.: Helsinki, Swedish School of Economics, Diss., 1999</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Dienstleistung</subfield><subfield code="0">(DE-588)4012178-1</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Produktivität</subfield><subfield code="0">(DE-588)4047364-8</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="655" ind1=" " ind2="7"><subfield code="0">(DE-588)4113937-9</subfield><subfield code="a">Hochschulschrift</subfield><subfield code="2">gnd-content</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Dienstleistung</subfield><subfield code="0">(DE-588)4012178-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Produktivität</subfield><subfield code="0">(DE-588)4047364-8</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="C">b</subfield><subfield code="5">DE-604</subfield></datafield><datafield tag="830" ind1=" " ind2="0"><subfield code="a">Ekonomi och samhälle</subfield><subfield code="v">75</subfield><subfield code="w">(DE-604)BV000823559</subfield><subfield code="9">75</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=026999980&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-026999980</subfield></datafield></record></collection> |
| genre | (DE-588)4113937-9 Hochschulschrift gnd-content |
| genre_facet | Hochschulschrift |
| id | DE-604.BV041554309 |
| illustrated | Illustrated |
| indexdate | 2024-07-10T00:58:26Z |
| institution | BVB |
| isbn | 9515555841 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-026999980 |
| oclc_num | 869870945 |
| open_access_boolean | |
| owner | DE-945 |
| owner_facet | DE-945 |
| physical | V, 222 S. graph. Darst. |
| publishDate | 1999 |
| publishDateSearch | 1999 |
| publishDateSort | 1999 |
| publisher | Swedish School of Economics |
| record_format | marc |
| series | Ekonomi och samhälle |
| series2 | Ekonomi och samhälle |
| spelling | Ojasalo, Katri Verfasser aut Conceptualizing productivity in services Katri Ojasalo Helsingfors Swedish School of Economics 1999 V, 222 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Ekonomi och samhälle 75 Zugl.: Helsinki, Swedish School of Economics, Diss., 1999 Dienstleistung (DE-588)4012178-1 gnd rswk-swf Produktivität (DE-588)4047364-8 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Dienstleistung (DE-588)4012178-1 s Produktivität (DE-588)4047364-8 s b DE-604 Ekonomi och samhälle 75 (DE-604)BV000823559 75 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=026999980&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Ojasalo, Katri Conceptualizing productivity in services Ekonomi och samhälle Dienstleistung (DE-588)4012178-1 gnd Produktivität (DE-588)4047364-8 gnd |
| subject_GND | (DE-588)4012178-1 (DE-588)4047364-8 (DE-588)4113937-9 |
| title | Conceptualizing productivity in services |
| title_auth | Conceptualizing productivity in services |
| title_exact_search | Conceptualizing productivity in services |
| title_full | Conceptualizing productivity in services Katri Ojasalo |
| title_fullStr | Conceptualizing productivity in services Katri Ojasalo |
| title_full_unstemmed | Conceptualizing productivity in services Katri Ojasalo |
| title_short | Conceptualizing productivity in services |
| title_sort | conceptualizing productivity in services |
| topic | Dienstleistung (DE-588)4012178-1 gnd Produktivität (DE-588)4047364-8 gnd |
| topic_facet | Dienstleistung Produktivität Hochschulschrift |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=026999980&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| volume_link | (DE-604)BV000823559 |
| work_keys_str_mv | AT ojasalokatri conceptualizingproductivityinservices |