%0 Book Section %1 klingner2014managing %A Klingner, Stephan %A Pravemann, Stephanie %A Becker, Michael %A Fähnrich, Klaus-Peter %B Driving Service Productivity %D 2014 %E Bessant, John %E Lehmann, Claudia %E Moeslein, Kathrin M. %I Springer International Publishing %K klingner language_english michael.becker sys:relevant_for:bis sys:relevant_for:infai %P 43-58 %R 10.1007/978-3-319-05975-4_3 %T Managing Service Productivity in Business Practice %U http://dx.doi.org/10.1007/978-3-319-05975-4_3 %X Productivity management is gaining importance in the service industry, therefore this chapter provides a deep insight into business practices of German service productivity management. Its results can be used to extrapolate trends for other industrialized and service intensive countries. Perhaps of concern is the finding that on the one hand 99 % of all participants of the study expect a constant or growing relevance of service productivity but on the other hand, one third (33 %) of the surveyed companies do not conduct any productivity management. Part of this challenge facing managing service productivity is the lack of appropriate methods and tools. Although several academic approaches exist, such as Data Envelope Analysis (DEA), they can often not be used in business practice due to their complexity. %@ 978-3-319-05974-7

@incollection{klingner2014managing, abstract = {Productivity management is gaining importance in the service industry, therefore this chapter provides a deep insight into business practices of German service productivity management. Its results can be used to extrapolate trends for other industrialized and service intensive countries. Perhaps of concern is the finding that on the one hand 99 % of all participants of the study expect a constant or growing relevance of service productivity but on the other hand, one third (33 %) of the surveyed companies do not conduct any productivity management. Part of this challenge facing managing service productivity is the lack of appropriate methods and tools. Although several academic approaches exist, such as Data Envelope Analysis (DEA), they can often not be used in business practice due to their complexity.}, added-at = {2014-08-20T17:02:32.000+0200}, author = {Klingner, Stephan and Pravemann, Stephanie and Becker, Michael and Fähnrich, Klaus-Peter}, biburl = {https://www.bibsonomy.org/bibtex/2206f11975d63fdd657c741ec171f8def/sesat}, booktitle = {Driving Service Productivity}, doi = {10.1007/978-3-319-05975-4_3}, editor = {Bessant, John and Lehmann, Claudia and Moeslein, Kathrin M.}, interhash = {de8aeb2761832ac4eca930d8f182f0ff}, intrahash = {206f11975d63fdd657c741ec171f8def}, isbn = {978-3-319-05974-7}, keywords = {klingner language_english michael.becker sys:relevant_for:bis sys:relevant_for:infai}, language = {English}, pages = {43-58}, publisher = {Springer International Publishing}, series = {Management for Professionals}, timestamp = {2014-08-25T15:29:29.000+0200}, title = {Managing Service Productivity in Business Practice}, url = {http://dx.doi.org/10.1007/978-3-319-05975-4_3}, year = 2014 }