Optimizing service productivity

By:

RUST, ROLAND T

Contributor(s):

HUANG, MING HUI

Material type:

Mixed materialsPublication details: 2012Description: 47-66Subject(s):

SERIVCE PRODUCTIVITY

NLM classification:

658.812

In: JOURNAL OF MARKETINGMSummary: To increase service productivity, many companies utilize automation extensively to reduce the use of labor, However, greate use of automation does not always result in higher service quality, and the effectivness of automation in providing servicehinges on how advanced the technology level is. Departing from the standard perspective in which productivity as a strategic decision variables; that is , the firm manages the service productivity level to maximize profits.

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Holdings
Item type	Current library	Call number	Vol info	Status	Date due	Barcode
Periodicals/Magazines	SSCBS Library		76/2	Available		P14246

To increase service productivity, many companies utilize automation extensively to reduce the use of labor, However, greate use of automation does not always result in higher service quality, and the effectivness of automation in providing servicehinges on how advanced the technology level is. Departing from the standard perspective in which productivity as a strategic decision variables; that is , the firm manages the service productivity level to maximize profits.

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