International Journal of Service Industry Management: Volume 9 Issue 4

Business process management: implications for productivity in multi‐stage service networks

Colin Armistead, Simon Machin

Business process management is coming into the lexicon through the concepts associated with business process re‐engineering (BPR) and total quality management (TQM). TQM and BPR…

Phenomenology of embodied productivity in services

Wendelin Küpers

Approaches the issue of productivity in services from a phenomenological perspective. Refers to embodiment, expression and emotion in working life of services. Discusses an…

Dealing with productivity and quality indicators in a service environment: some field experiences

Bart Van Looy, Paul Gemmel, Steven Desmet, Roland Van Dierdonck, Steven Serneels

Notes that the nature of the service process makes the measurement of productivity and quality more difficult. In this paper a methodology to delineate relevant indicators of…

Content and measurement of productivity in the service sector: A conceptual analysis with an illustrative case from the insurance business

Ismo Vuorinen, Raija Järvinen, Uolevi Lehtinen

The purpose of this article is to elucidate the concept and measurement of productivity in the service sector. The concept of service productivity is divided into quantity and…