Productivity measurement in service operations: a case study from the health‐care environment
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 October 1995
Abstract
Examines the issue of productivity measurement in service operations. Proposes a dynamic model for productivity measurement in service operations. This model is based on the idea that the intangible output for service operations is the quality of their services and the input is the level of skill of their employees. Both the skill level and the quality are measured on the same scale. Bases the measurement of service quality on the five dimensions suggested by Zeithaml and also bases the measurement of the skill level of employees on a six‐dimensional instrument which is developed here.
Keywords
Citation
Gupta, A. (1995), "Productivity measurement in service operations: a case study from the health‐care environment", Managing Service Quality: An International Journal, Vol. 5 No. 5, pp. 31-35. https://doi.org/10.1108/09604529510100468
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited