{"id":"https://openalex.org/W2496482982","doi":null,"title":"Understanding and Managing Service Productivity - A Literature Review","display_name":"Understanding and Managing Service Productivity - A Literature Review","publication_year":2016,"publication_date":"2016-06-11","ids":{"openalex":"https://openalex.org/W2496482982","mag":"2496482982"},"language":"en","primary_location":{"id":"pmh:oai:RePEc:zbw:fubjbm:149030","doi":null,"is_oa":false,"landing_page_url":"https://www.econstor.eu/bitstream/10419/149030/1/86655971X.pdf","pdf_url":"https://www.econstor.eu/bitstream/10419/149030/1/86655971X.pdf","source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://hdl.handle.net/10419/149030","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5090727374","display_name":"Mirjam Dobmeier","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I199417121","display_name":"Catholic University of Eichst\u00e4tt-Ingolstadt","ror":"https://ror.org/00mx91s63","country_code":"DE","type":"education","lineage":["https://openalex.org/I199417121"]}],"countries":["DE"],"is_corresponding":true,"raw_author_name":"Mirjam Dobmeier","raw_affiliation_strings":["Catholic University of Eichsta\u0308tt-Ingolstadt"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Catholic University of Eichsta\u0308tt-Ingolstadt","institution_ids":["https://openalex.org/I199417121"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5090727374"],"corresponding_institution_ids":["https://openalex.org/I199417121"],"apc_list":null,"apc_paid":null,"fwci":0.5169,"has_fulltext":true,"cited_by_count":4,"citation_normalized_percentile":{"value":0.7825364,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":93},"biblio":{"volume":"9","issue":"1","first_page":"518","last_page":"540"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8804000020027161,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8804000020027161,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.06400000303983688,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11543","display_name":"Employee Performance and Motivation","score":0.0066999997943639755,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-productivity","display_name":"service productivity","score":1.0},{"id":"https://openalex.org/keywords/efficiency","display_name":"efficiency","score":0.3630000054836273},{"id":"https://openalex.org/keywords/effectiveness","display_name":"effectiveness","score":0.9100000262260437},{"id":"https://openalex.org/keywords/service-performance-measurement","display_name":"service performance measurement","score":0.8949999809265137},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.5170000195503235},{"id":"https://openalex.org/keywords/operational-efficiency","display_name":"operational efficiency","score":0.9110000133514404},{"id":"https://openalex.org/keywords/service-management","display_name":"service management","score":0.5149999856948853}],"concepts":[{"id":"https://openalex.org/C204983608","wikidata":"https://www.wikidata.org/wiki/Q2111958","display_name":"Productivity","level":2,"score":0.8168553113937378},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6803852319717407},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5867177844047546},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5344663262367249},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.48368650674819946},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.46945920586586},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4662676453590393},{"id":"https://openalex.org/C2780980858","wikidata":"https://www.wikidata.org/wiki/Q110022","display_name":"Dual (grammatical number)","level":2,"score":0.42609745264053345},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4115002155303955},{"id":"https://openalex.org/C40700","wikidata":"https://www.wikidata.org/wiki/Q1411783","display_name":"Industrial organization","level":1,"score":0.3683566749095917},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.34036165475845337},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.18901535868644714},{"id":"https://openalex.org/C139719470","wikidata":"https://www.wikidata.org/wiki/Q39680","display_name":"Macroeconomics","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C124952713","wikidata":"https://www.wikidata.org/wiki/Q8242","display_name":"Literature","level":1,"score":0.0},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"pmh:oai:RePEc:zbw:fubjbm:149030","doi":null,"is_oa":false,"landing_page_url":"https://www.econstor.eu/bitstream/10419/149030/1/86655971X.pdf","pdf_url":"https://www.econstor.eu/bitstream/10419/149030/1/86655971X.pdf","source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"pmh:oai:econstor.eu:10419/149030","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10419/149030","pdf_url":"http://hdl.handle.net/10419/149030","source":{"id":"https://openalex.org/S4306401696","display_name":"Econstor (Econstor)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nd","license_id":"https://openalex.org/licenses/cc-by-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"doc-type:article"},{"id":"mag:2496482982","doi":null,"is_oa":false,"landing_page_url":"https://www.econstor.eu/bitstream/10419/149030/1/86655971X.pdf","pdf_url":null,"source":{"id":"https://openalex.org/S98018944","display_name":"Journal of business market management","issn_l":"1864-0753","issn":["1864-0753","1864-0761"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1"],"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Journal of business market management","raw_type":null}],"best_oa_location":{"id":"pmh:oai:econstor.eu:10419/149030","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10419/149030","pdf_url":"http://hdl.handle.net/10419/149030","source":{"id":"https://openalex.org/S4306401696","display_name":"Econstor (Econstor)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nd","license_id":"https://openalex.org/licenses/cc-by-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"doc-type:article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2496482982.pdf","grobid_xml":"https://content.openalex.org/works/W2496482982.grobid-xml"},"referenced_works_count":67,"referenced_works":["https://openalex.org/W205736255","https://openalex.org/W1517876957","https://openalex.org/W1532816059","https://openalex.org/W1533941655","https://openalex.org/W1565325651","https://openalex.org/W1576019077","https://openalex.org/W1585119141","https://openalex.org/W1594945480","https://openalex.org/W1608549176","https://openalex.org/W1970420006","https://openalex.org/W1986015197","https://openalex.org/W1987364024","https://openalex.org/W1987883192","https://openalex.org/W1990676354","https://openalex.org/W1990963988","https://openalex.org/W1998054991","https://openalex.org/W2001128034","https://openalex.org/W2011622223","https://openalex.org/W2012958166","https://openalex.org/W2026368098","https://openalex.org/W2030727170","https://openalex.org/W2032699823","https://openalex.org/W2034210854","https://openalex.org/W2038125955","https://openalex.org/W2046591626","https://openalex.org/W2048189968","https://openalex.org/W2052093255","https://openalex.org/W2054383131","https://openalex.org/W2055807223","https://openalex.org/W2055851468","https://openalex.org/W2056208637","https://openalex.org/W2059767861","https://openalex.org/W2062012617","https://openalex.org/W2065098689","https://openalex.org/W2073700017","https://openalex.org/W2074139218","https://openalex.org/W2080350957","https://openalex.org/W2081826714","https://openalex.org/W2088044326","https://openalex.org/W2090791580","https://openalex.org/W2090888740","https://openalex.org/W2096459640","https://openalex.org/W2097792829","https://openalex.org/W2099358844","https://openalex.org/W2107971134","https://openalex.org/W2109204622","https://openalex.org/W2112165802","https://openalex.org/W2113298532","https://openalex.org/W2122078595","https://openalex.org/W2123685436","https://openalex.org/W2128847913","https://openalex.org/W2133880275","https://openalex.org/W2137972155","https://openalex.org/W2143464549","https://openalex.org/W2144352816","https://openalex.org/W2147257763","https://openalex.org/W2148585991","https://openalex.org/W2153913349","https://openalex.org/W2158866676","https://openalex.org/W2162157310","https://openalex.org/W2323120713","https://openalex.org/W2326361446","https://openalex.org/W2333057539","https://openalex.org/W2335712328","https://openalex.org/W2796604999","https://openalex.org/W2908775086","https://openalex.org/W3121173280"],"related_works":["https://openalex.org/W4319079760","https://openalex.org/W2059767861","https://openalex.org/W4236695937","https://openalex.org/W58652078","https://openalex.org/W7095917330","https://openalex.org/W2256364344","https://openalex.org/W2768445857","https://openalex.org/W2136276770","https://openalex.org/W4248515734","https://openalex.org/W2072959984"],"abstract_inverted_index":{"Managers":[0],"in":[1,34],"service":[2,36,50,61,78,87,104,120,131],"industries":[3],"aim":[4],"to":[5,16,24,98,129],"achieve":[6],"high":[7,10],"efficiency":[8,31,59,74,109],"and":[9,38,75,92,110,116,135],"quality":[11,37],"at":[12],"the":[13,69],"same":[14],"time":[15],"be":[17],"profitable.":[18],"This":[19,80],"dual":[20],"emphasis":[21],"might":[22],"lead":[23],"a":[25,28,83,100],"trade-off":[26,44],"as":[27,42],"focus":[29],"on":[30,49,56,85,103,107,127],"often":[32,53],"results":[33],"decreasing":[35],"vice":[39],"versa.":[40],"Even":[41],"this":[43],"is":[45,77,89,97],"generally":[46],"acknowledged,":[47],"research":[48,64,140],"performance":[51],"measurement":[52],"focuses":[54],"only":[55],"either":[57],"operational":[58],"or":[60],"quality.":[62],"A":[63],"stream":[65],"that":[66],"deals":[67],"with":[68],"problem":[70],"of":[71],"achieving":[72],"both":[73],"effectiveness":[76,111],"productivity.":[79,121],"article":[81],"gives":[82],"review":[84],"how":[86,108,117,128],"productivity":[88,132],"conceptually":[90],"defined":[91],"empirically":[93],"analyzed.":[94],"The":[95],"objective":[96],"get":[99],"finer-grained":[101],"understanding":[102],"productivity,":[105],"especially":[106],"are":[112,133,141],"interrelated":[113],"ad":[114],"which":[115],"antecedents":[118],"affect":[119],"In":[122],"doing":[123],"so,":[124],"several":[125,136],"insights":[126],"manage":[130],"given":[134],"implications":[137],"for":[138],"further":[139],"examined.":[142]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2015,"cited_by_count":1}],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2016-08-23T00:00:00"}