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A Service-Dominant Logic Based Service-Productivity Improvement Framework

Title data

Walther, Sebastian ; Eymann, Torsten ; Horbel, Chris:
A Service-Dominant Logic Based Service-Productivity Improvement Framework.
In: Productivity of services NextGen : beyond output/input ; RESER 2011 - programme and abstracts ; September 8th - 9th 2011, Hamburg, Germany. - Stuttgart : Fraunhofer-Verl. , 2011 . - pp. 1-19
ISBN 978-3-8396-0297-3

Abstract in another language

This paper investigates the possibilities to improve productivity in service companies with the help of a service productivity definition which overcomes the flaws of recent service productivity paradigms. The contribution is twofold: firstly, we establish a service productivity definition which merges classical productivity with marketings service-dominant logic. Secondly, we offer a conceptual framework to control and steer productivity according to our service-dominant logic based productivity. The performance improvement framework consists of three layers: the controlling, customer value and operations research layer, each using concepts of the referred research domains. Finally, we apply the framework schematically on a Software-as-a-Service provider. Our research field is service science, as the framework is highly interdisciplinary and based on concepts of several research streams.

Further data

Item Type: Article in a book
Refereed: Yes
Institutions of the University: Faculties > Faculty of Law, Business and Economics
Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration VII
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration VII > Chair Business Administration VII - Univ.-Prof. Dr. Torsten Eymann
Faculties
Result of work at the UBT: Yes
DDC Subjects: 000 Computer Science, information, general works
000 Computer Science, information, general works > 000 Generalities, Science
300 Social sciences > 330 Economics
Date Deposited: 13 Oct 2014 10:02
Last Modified: 13 Oct 2014 10:02
URI: https://eref.uni-bayreuth.de/id/eprint/888