Service productivity: Towards a conceptualization of the transformation of inputs into economic results in services

By C. Grönroos, K. Ojasalo. 2004

663 citations recorded by the source corpus.

Subfields: Management Information Systems, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/cb1dc102d0857407cff8f926672cb57defe9ccf3

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In Management Information Systems

In Organizational Behavior and Human Resource Management

In Strategy and Management

Citations in the corpus

Enabling service innovation: A dynamic capabilities approach (2013, background): “A service delivery process with high productivity requires the firm to use its service capacity effectively, which includes maintaining an optimal balance between service quality and cost efficiency (Grönroos and Ojasalo 2004).”
Service productivity and service quality: A necessary trade-off? (2012, background): “…increase, equal inputs – or inputs decrease, equal outputs – is a proxy indicator of a technical efficiency improvement; the underlining assumption for effectiveness of such indicator, as a productivity measurement, is the postulation of constant quality of outputs (Gronroos and Ojasalo, 2004).”
Strategic and tactical price decisions in hotel revenue management (2016, background): “Managing prices through revenue management also helps operators to allocate a higher amount of existing resources, and increases the value for customers (Grönroos and Ojasalo, 2004).”
Optimizing Service Productivity (2012, background): “The management of service productivity requires consideration of both efficiency (productivity) and effectiveness (service quality and customer satisfaction) (Grönroos and Ojasalo 2004; Rayport and Jaworski 2005, p. 1).”
Defining and measuring productivity in the public sector: managerial perceptions (2010, background): “(See service productivity as a learning experience and a holistic service productivity model in Grönroos and Ojasalo (2004).) Concepts of the service-based productivity approach need to be developed further.”
Examining the influence of service additions on manufacturing firms' bankruptcy likelihood (2017, background): “Insufficient resource support often results in an inability to ensure the efficiency of service operations (Grönos and Ojasalo, 2004) and may hinder learning about possible cost savings in service production.”