Author:
Armistead Colin,Johnston Robert,Slack Nigel
Abstract
An attempt is made to define productivity in the context of service operations. In so doing some of the difficulties in relating this term to service are explored. The main part of the article takes a strategic approach and identifies three key strategic determinants of service productivity; volume, variety and variation. These terms are explained and their impact on productivity is illustrated in three short case studies.
Subject
Management of Technology and Innovation,Strategy and Management,General Decision Sciences
Cited by
15 articles.
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