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Title: The Practice of Measuring Productivity
Authors: Giannakis, Stavroula
Editors: van der Rhee, Bo
Victorino, Liana
Department: University of Borås. School of Business and IT
Issue Date: 2-Jun-2011
Citation: Advances in service quality, innovation, and excellence : QUIS 12; proceedings of QUIS 12; the 12th International Research Symposium on Service Excellence in Management, Juni 2-5, 2011, Ithaca, NY
ISBN: 978-0-578-08457-2
Publisher: Center for Hospitality Research, Shool of Hotel Administration, Cornell University, USA
Media type: text
Publication type: conference paper, other
Subject Category: Subject categories::Social Sciences
Strategic Research Area: Business and IT
Abstract: Productivity in service has long been claimed to be low. The traditional measurement of output divided by input has received critic when applied to service settings and has even been described as potentially harmful due to its potential to change the actual offer. This study focuses on how productivity is defined and measured in two call centers. The results show that productivity is not limited to the output divided by input definition. Both call centers use similar measurements, but value the measures differently
Appears in Collections:Konferensbidrag / Conference papers (Business Administration)

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