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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
. - S. 1-19
ISBN 978-3-8396-0297-3
Abstract
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.