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The Practice of Measuring Productivity
University of Borås, School of Business and IT.
2011 (English)In: Advances in service quality, innovation, and excellence : QUIS 12; proceedings of QUIS 12; the 12th International Research Symposium on Service Excellence in Management, Juni 2-5, 2011, Ithaca, NY / [ed] Bo van der Rhee, Liana Victorino, Center for Hospitality Research, Shool of Hotel Administration, Cornell University, USA , 2011Conference paper, Published paper (Other academic)
Abstract [en]

Productivity in service has long been claimed to be low. The traditional measurement of output divided by input has received critic when applied to service settings and has even been described as potentially harmful due to its potential to change the actual offer. This study focuses on how productivity is defined and measured in two call centers. The results show that productivity is not limited to the output divided by input definition. Both call centers use similar measurements, but value the measures differently

Place, publisher, year, edition, pages
Center for Hospitality Research, Shool of Hotel Administration, Cornell University, USA , 2011.
National Category
Social Sciences
Research subject
Bussiness and IT
Identifiers
URN: urn:nbn:se:hb:diva-6678Local ID: 2320/9849ISBN: 978-0-578-08457-2 (print)OAI: oai:DiVA.org:hb-6678DiVA: diva2:887377
Conference
International Research Symposium on Service Excellence in Management
Available from: 2015-12-22 Created: 2015-12-22 Last updated: 2017-09-11Bibliographically approved

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