Ghobadian, Abby; Ashworth, John - In: International Journal of Operations & Production Management 14 (1994) 5, pp. 35-51
, unlike other sectors, has grown steadily over the past two decades. The productivity of the sector, on the other hand, has … remained broadly static over the comparable period. Thus service productivity improvement is one of the major challenges facing … many managers today. Measurement is an integral component of any drive to improve productivity. Measurement of service …