Productivity of services - An empirical view on the German market

Abstract

The growingly important role of services in economies leads to an increasing competition. Thus, services have to be provided as efficient as possible. Corresponding to the industrial domain, the management of productivity is an important factor of success. Since productivity management of services is relatively new compared to the industrial domain, only few scientific studies exist. The paper adds to this topic by conducting an extensive survey of the current status of productivity management of service companies in Germany. The findings could support both business and science by giving a reference of service productivity management in practice and identifying gaps regarding the development of tools and methods. © 2014 Springer International Publishing.