Sigala, Marianna; Jones, Peter; Lockwood, Andrew; … - In: The Service Industries Journal 25 (2005) 1, pp. 61-81
Low productivity within service industries has been a major concern, but this situation is unlikely to improve without a general change in the way productivity is measured and managed. This paper aims to illustrate the value of stepwise data envelopment analysis (DEA) for measuring and...