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Content and measurement of productivity in the service sector

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References

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1980

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The Marketing of Services

363 cited

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2007Effects of service quality dimensions on behavioural purchase intentions142 cited
2005Multi‐factor productivity measurement model for service organisation95 cited
2007Toward a Conceptualization of Customer Productivity: The Customer's Perspective on Transforming Customer Labor into Customer Outcomes Using Technology-Based Self-Service Options63 cited
2010Defining and measuring productivity in the public sector: managerial perceptions52 cited
2005Concept of Productivity in Service Sector50 cited
2004Strategy development in tourism destinations : a DEA approach50 cited
2014Service production process: implications for service productivity41 cited
2014The impact of quality management on productivity in the hospitality sector39 cited
2018Service operations: what have we learned?36 cited
2003Options of strategic decision making in services32 cited
2007An Empirical Approach to Service Classification for Productivity Management Studies32 cited
2018Organising Sustainability Competencies through Quality Management: Integration or Specialisation29 cited
2000Modelling the benefits of training to business performance in leisure retailing28 cited
2016Does managerial efficiency relate to customer satisfaction? The case of Parisian boutique hotels26 cited
2015Services, e-Services and e-Service Innovations - combination of theoretical and practical knowledge25 cited
2010Productivity measurement and management in large public service organizations18 cited