To read this content please select one of the options below:

Productivity measurement in service operations: a case study from the health‐care environment

Atul Gupta (Member of the Division of Professional Studies, The Richard Stxockton College of New Jersey, Pomona, New Jersey, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 October 1995

2203

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

Related articles