A cross-country study of service productivity

Harjit Sekhon, Andrews Ayga Yalley, S. K. Roy, G. S. Shergill

Research output: Contribution to journalArticle

1 Citation (Scopus)
15 Downloads (Pure)

Abstract

This study empirically examines service productivity and complements prior studies by framing service productivity as consisting of a number of key constituents. Adopting a bottom-up approach we present an integrative model proposing that resource commitment is the core from which employee readiness and customer readiness flow. These inform service productivity, which, in turn, informs job security. Our empirical examination reveals that service productivity has an impact on perceptions of job security, while resource commitment has the greatest impact on both employee readiness and customer readiness. In developing our integrative model we provide a framework that other researchers can apply, particularly where the service is highly intangible or in the public sector where service providers are being increasingly challenged to demonstrate value for money. This is an Accepted Manuscript of an article published by Taylor & Francis in The Service Industries Journal on 19 April 2016, available online: http://www.tandfonline.com/10.1080/02642069.2016.1165671
Original languageEnglish
Pages (from-to)223-238
JournalThe Service Industries Journal
Volume36
Issue number5-6
Early online date19 Apr 2016
DOIs
Publication statusPublished - 2016

Bibliographical note

Due to the publisher's policy, the full text of this item will not be available from the repository until 19th November 2017.

Keywords

  • Services
  • productivity
  • higher education

Fingerprint Dive into the research topics of 'A cross-country study of service productivity'. Together they form a unique fingerprint.

  • Cite this