The Service Productivity and Quality Challenge

Front Cover
P.T. Harker
Springer Science & Business Media, May 31, 1995 - Business & Economics - 507 pages
The recent global recession has revealed the vital importance of service-sector productivity in all developed economies. The challenge for scholars and professionals in productivity management (economics and management science) in the coming decade is clearly to improve the productivity of the services sector. Section I addresses the economy-wide problems of measuring service productivity and its impact on economic performance. The growing volume and recognition of trade and international competition in services is the subject of Section II. The first two sections together outline the broad parameters facing the economy and individual managers as they struggle to improve service productivity in an increasingly competitive international market. The specific steps to be taken are addressed in Section III. Section IV presents an operations management perspective on the productivity problem. Section V presents the problems and opportunities that exist in productivity improvement in market services (i.e. those industries where some degree of competition and market pricing exists). Finally, non-market services, a vital part of all developed economies, are discussed in Section VI. The Service Productivity and Quality Challenge presents the state of the art thinking on the service productivity challenge from a variety of disciplines. Rather than a cursory view of each discipline's perspective, the papers go into detail on each subject or industry. Taken as a whole, they provide a panoramic view of the problem and its potential solutions.
 

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Contents

Bureau of Labor Statistics Productivity Measures for Service Industries
7
The Role of Services in US Production and Trade an Analysis of Social Accounting Data for the 1980s
39
Is The Shift Toward Employment In Services Stabilizing?
77
Regional Liberalization of Trade in Services
109
An Empirical Analysis of Foreign Direct Investment in Service Industries
135
The Office Farther Back Business Services Productivity and the Offshore Back Office
199
The Economics of Customer LockIn and Market Power in Services
221
Information Technology and Organizational Effectiveness
247
Hotel Sales and Reservations Planning
339
Service Productivity in US Credit Unions
361
Productivity Growth in the Telephone Industry Since 1984
387
Improving Productivity in Intermodal RailTruck Transportation
403
Politics Markets and Equality in Schools
431
Postal Service in the Nineties
467
Contributors
489
Index
499

Improving Claims Operations A ModelBased Approach
277
A Model For Analyzing Quality in the Service Delivery Process
307

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