Journal of Service Science and Management
Volume 7, Issue 2 (April 2014)
ISSN Print: 1940-9893 ISSN Online: 1940-9907
Google-based Impact Factor: 1.24 Citations h5-index & Ranking
On Service Productivity: The Emerging Platforms Perspective ()
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ABSTRACT
Service research is yet looking for potentially effective methods to improve service industries. This study aims to develop a theoretical model for managing and improving service productivity from a macro industrial perspective (instead of a micro firm perspective). Through the meta analysis of surveying existing literature we develop hypotheses to construct a theoretical model for service productivity improvement. Four cases are used to explain, support and justify this proposed model. This model argues that three platform cornerstones of service productivity are to integrate participants (including consumers) to empower them (empowerment), making them adapt to one another (adaption) and sustain development (sustainability) to improve service productivity.
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