Efficiency and Productivity Measures for High Contact Services

IF 7.4 2区管理学 Q1 MANAGEMENT

Service Industries Journal Pub Date : 1998-10-01 DOI:10.1080/02642069800000038

K. Klassen, R. M. Russell, James J. Chrisman

引用次数: 98

Abstract

Measuring performance in high contact services has proven difficult largely due to the fact that production and sales occur simultaneously and because the services provided are heterogeneous. This article shows that the simultaneity and heterogeneity of services need not detract from the usefulness of performance indicators. A discussion summarizing desirable and undesirable components of service efficiency and productivity indicators is included, and a measurement approach is proposed Using this new perspective on simultaneity and heterogeneity, services will be able to better track and improve performance.

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高联系服务的效率和生产力措施

事实证明，衡量高接触服务的绩效是困难的，主要原因是生产和销售是同时发生的，而且所提供的服务是异构的。本文表明，服务的同时性和异质性并不会影响性能指标的有用性。讨论总结了服务效率和生产力指标的可取和不可取的组成部分，并提出了一种测量方法，使用这种新的同时性和异质性的观点，服务将能够更好地跟踪和改进性能。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Service Industries Journal MANAGEMENT-

CiteScore

19.00

自引率

18.10%

发文量

期刊介绍： The mission of The Service Industries Journal is to enhance our understanding of the services sector, service firms, and the efficient management of these entities. Pioneering the field since 1981, we stand as the world's inaugural academic, peer-reviewed journal dedicated to the services sector and service management. Over the years, we have earned a prestigious international reputation for delivering high-quality content and insights. We enthusiastically invite submissions from researchers worldwide whose studies are grounded in social sciences such as sociology, psychology, economics, law, and politics.