Managing Service Productivity : Using Frontier Efficiency Methodologies and Multicriteria Decision Making for Improving Service Performance

Managing Service Productivity using Data Envelopment Analysis -- Development of Assessment Model for Research Efficiency of Universities -- Incorporating intra- and inter-input/output weight restrictions in piece-wise linear DEA: an application to the assessment of the research activity in higher education -- Estimating the efficiency of healthcare facilities providing HIV/AIDS treatment in Zambia: a data envelopment approach -- Benchmarking in healthcare: an approach based on closest targets -- Service Enterprise Productivity in Action (SEPIA) -- Using Data Envelopment Analysis to Measure Good Governance -- Measuring the performance of service organisations and the effects of privatisation on performance: Evidence from the Greek Citizen Service Centres -- How (In)efficient are Brazilian Courts? Measuring it with DEA -- Cost Efficiency and Market Power: A test of quiet life and related hypotheses in Indonesian banking industry -- Internal Structure of Service Organization ─ From Multi-Activity Financial Institutions to Network Structure Hotels -- Application of DEA in the Electricity Sector: The Case of Meralco Distribution Sectors -- Improving energy efficiency of walnut production using data envelopment analysis approach -- Service Productivity in IT: A Network Efficiency Measure with Application to Communication -- Performance Evaluation of Software Development Projects: A Case Study on an Information Technology (IT) Company in India -- Measuring efficiency of Urban Transport -- Sustainable Development of Air Traffic Control: Moving from Airspace Complexity to Airspace Efficiency -- Measuring and Managing the Productivity of U.S. Public Transit Systems: An Unoriented Network DEA -- Using DEA to Improve the Efficiency of Pupil Transportation.