Service productivity in different industries – an empirical investigation. Issue 2 (2nd March 2015)

• Record Type: Journal Article
• Authors: Kohtamäki and Petri Helo, Marko; Klingner, Stephan; Pravemann, Stephanie; Becker, Michael
• Is Part Of: Benchmarking. Volume 22:Issue 2(2015)
• Page Start: 238
• Page End: 253
• Publication Date: 2015-03-02
• Subjects: Benchmarking (Management) -- Periodicals; Total quality management -- Periodicals; 658.562
• DOI: 10.1108/BIJ-04-2013-0047
• Languages: English
• ISSNs: 1463-5771

Abstract

<abstract> <title> <x content-type="archive" xml:space="preserve">Abstract</x> </title> <sec> <title content-type="abstract-heading">Purpose</title> <p> – The purpose of this paper is to quantitatively evaluate of the current status of productivity management of industrial and non-industrial service companies in Germany. Based on that knowledge, best practices and needs regarding tools and methods can be identified. </p> </sec> <sec> <title content-type="abstract-heading">Design/methodology/approach</title> <p> – In two qualitative pre-studies the theoretical foundation of service productivity was built. Using this knowledge, a quantitative empirical survey was conducted, including almost 2000 service companies. The sampling frame was based on a company database provided by Hoppenstedt. Samples were randomly selected using proportionate stratified sampling. </p> </sec> <sec> <title content-type="abstract-heading">Findings</title> <p> – The findings show the economic importance and meaningfulness of service productivity management, independently from the industry. </p> </sec> <sec> <title content-type="abstract-heading">Research limitations/implications</title> <p> – Due to the chosen population, the findings are limited to Germany. Furthermore, a more detailed comparison of service industries beyond industrial and non-industrial services was not feasible. </p> </sec> <sec> <title content-type="abstract-heading">Practical implications</title> <p> – The data contained evidence that companies conducing productivity management are more successful than those who are not. This underlines the economic importance service productivity management. </p> </sec> <sec> <title content-type="abstract-heading">Originality/value</title> <p> – The paper provides reliable, quantitative insights of the current status, demands, and benefits of service productivity management in the industrial as well as non-industrial sector.</p> </sec> </abstract>