Journal
SERVICE INDUSTRIES JOURNAL
Volume 27, Issue 6, Pages 709-730Publisher
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/02642060701453197
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This paper presents key results of a research project on the application of service dimensions and classifications, to study differences between productivity management challenges across 12 important service sectors in the UK. The research methodology was mainly empirical in nature: unlike other research in this area, appropriate service dimensions and consequent classification models were introduced only after analysing the relationship between a number of candidate dimensions and aspects of productivity management. Among the dimensions studied, Front/Back Value Added, Personnel Judgement and Product/Process Focus turned out to be suitable indicators for a range of aspects relating to productivity management in services.
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