Measuring and Improving Productivity in Services: Issues, Strategies and Challenges (Services, Economy and Innovation)

The definition and measurement of productivity in services raises important conceptual, methodological and strategic problems. This book aims to provide a critical review of the main debates on productivity in the domain of services. The first part examines the theoretical consequences of services specificities on the concept of productivity and reviews the attempts to measure it. The second part is devoted to the main determinants of productivity growth and the strategies to increase productivity in service firms and organisations. The Question Of How To Measure And Improve Productivity In Services Has Been A Recurrent Topic In Political Debates And In Academic Studies For Several Decades. The Concept Of Productivity, Which Was Developed Initially For Industrial And Agricultural Economies Poses Few Difficulties When Applied To Standardized Products. The Advent Of The Service Economy Contributed To Call Into Question, If Not The Relevance Of This Concept, At Least Its Definition And Measurement Methods. This Book Takes Stock Of The Issues Met By Productivity In Services On Theoretical, Methodological And Operational Levels. The Authors Examine Various Definitions Of Productivity And The Main Methods Of Its Measurement. A Survey Of Recent Conceptual And Methodological Debates On The Notion Of Productivity Is Also Presented. A More Operational And Strategic Perspective Is Then Adopted In Order To Identify And Analyze The Main Levers, Factors And Determinants For Improving Productivity And, More Generally, The Actual Strategies Adopted For This Purpose In Firms And Organisations. Providing A Deep Understanding Of The Specific And Underestimated Performance Processes Within Service Industries, This Book Will Be Of Great Interest To Those Involved In Industrial Economics, Management Science And Public Administration. The Authors Examine Various Definitions Of Productivity And The Main Methods Of Its Measurement. A Survey Of Recent Conceptual And Methodological Debates On The Notion Of Producity Is Also Presented. A More Operational And Strategic Perspective Is Then Adopted In Order To Identify And Analyze The Main Levers, Factors And Determinants For Improving Productivity And, More Generally, The Acutal Strategies Adopted For This Purpose In Firms And Organisations.--jacket. Pt. I. Productivity : Definitions And Methods Of Measurement -- A Key Notion In Economic Analysis : Definitions, Measurements, Issues And Controversies -- The Service Challenge -- Public Services : A New Challenge -- Internal Steering, Planning And Design Departments In Public Organizations : The Ultimate Test -- Pt. Ii. Productivity : Determinants And Strategies -- The Traditional Factors Influencing Productivity -- Productivity Factors In Services -- Productivity Factors In Public Services. Faridah Djellal, Faïz Gallouj. Includes Bibliographical References (p. 219-232) And Index. Title Page......Page 4 Copyright......Page 5 Contents......Page 6 Figures......Page 7 Tables......Page 8 Boxes......Page 10 Acknowledgements......Page 11 General introduction......Page 12 PART I Productivity: definitions and methods of measurement......Page 16 1. A key notion in economic analysis: definitions, measurements, issues and controversies......Page 18 2. The service challenge......Page 47 3. Public services: a new challenge......Page 73 4. Internal steering, planning and design departments in public organizations: the ultimate test......Page 106 PART II Productivity: determinants and strategies......Page 134 5. The traditional factors influencing productivity......Page 136 6. Productivity factors in services......Page 158 7. Productivity factors in public services......Page 186 General conclusion......Page 232 Bibliography......Page 234 Index......Page 248 Presents a critical review of the main debates on productivity in the domain of services. This book examines the theoretical consequences of services specificities on the concept of productivity. It deals with the main determinants of productivity growth and the strategies to increase productivity in service firms and organisations