The relationship between Information and Communication Technology (ICT) and productivity has been widely discussed in the past two decades, but little understood. Since the early 1970s productivity growth in almost all of the world economies has slowed, while expenditure on ICT has risen. This...

It is surprising that little empirical research has been conducted in the area of service productivity given its impact on organisational costs. In order to try to encourage such research, this paper provides a structure for analysing productivity in service organisations by distinguishing...

As franchisees are perceived to be independent and self employed entrepreneurs, their ongoing development is frequently overlooked or poorly managed; particularly compared with the development opportunities for corporate staff in their support offices. The concern is that franchisees do not...

Purpose – To discuss the concept of productivity in the service sector and to present a multifactor productivity measurement model for a service organisation. Design/methodology/approach – Employs a case study approach, featuring a service organisation which provides a range of engineering...

Purpose – Examines the ways in which the concepts of “productivity” and “performance” are dealt with in the literature, demonstrating that terms used within these fields are often vaguely defined and poorly understood. Design/methodology/approach – Reviews related performance...

Purpose – To assess and share the experiences of users of a new generation of practical and knowledge‐based job support tools. Design/methodology/approach – To illustrate distinguishing features of job support tools and the use of multi‐media capabilities with examples of sales support...

Purpose – This paper seeks to present an overview of the state‐of‐the‐art of public performance measurement in the USA. The growing degree of sophistication of performance measurement tools is highlighted as well as some of the current challenges associated with implementing meaningful...

Purpose – To present an actual case study that was carried out to investigate and benchmark the operational performances of two hotels in a large city. Design/methodology/approach – The study involves the comparison of the hotels' performances with each other as well as their respective...

Purpose – To provide an overview of the most commonly used performance and productivity evaluation metrics in the semiconductor industry in order to understand both the impact of the different metrics and the relationship between them, and to identify emerging opportunities for future...

Purpose – To measure total factor productivity (TFP) growth in industrial manufacturing for 15 major Indian states for the period 1982‐1983 to 2000‐2001. Design/methodology/approach – Uses non‐parametric linear programming methods; TFP growth is decomposed into efficiency and...