Service production process: Implications for service productivity

Andrews Agya Yalley, Harjit Sekhon

    Research output: Contribution to journalArticle

    8 Citations (Scopus)

    Abstract

    Purpose – The purpose of this paper is to differentiate the production process within services from the dominant manufacturing-based production process, with the objective of delineating the production process in services and highlighting its implication for service productivity. Design/methodology/approach – This study critically reviewed the extant literature on the production processes in manufacturing and services from a multidisciplinary perspective and proposed a framework for the service production process and its relationship with service productivity. Findings – The production process for services differs from the dominant manufacturing-based production process and entails an input, transformation process and outcome dimensions. Therefore, any advancement in services, particularly the conceptualisation and measurement of service productivity, is dependent on the application of a service-specific production process. Research limitations/implications – The understanding and delineation of the production process in services would further scholarly understanding of what is means to be productive in services and the impact on the validity of the conceptualisation and measurement of service productivity and other service-related concepts. Practical implications – The proposed service-based production process can further managerial understanding of the measurement and management of productivity in services. Originality/value – This paper delineates the production process in services and highlighted its implication for service productivity. This study, therefore, is a step forward in developing service-specific concepts and measures, particularly service productivity.
    Original languageEnglish
    Pages (from-to)1012-1030
    JournalInternational Journal of Productivity and Performance Management
    Volume63
    Issue number8
    DOIs
    Publication statusPublished - 2014

    Fingerprint

    Productivity
    Production process
    Manufacturing
    Conceptualization
    Design methodology
    Transformation process

    Bibliographical note

    The full text of this item is not available from the repository.

    Keywords

    • Manufacturing-based production process
    • Production process
    • Productivity measurement
    • Service industries
    • Service productivity
    • Service-based production process

    Cite this

    Service production process: Implications for service productivity. / Yalley, Andrews Agya; Sekhon, Harjit.

    In: International Journal of Productivity and Performance Management, Vol. 63, No. 8, 2014, p. 1012-1030.

    Research output: Contribution to journalArticle

    Yalley, Andrews Agya ; Sekhon, Harjit. / Service production process: Implications for service productivity. In: International Journal of Productivity and Performance Management. 2014 ; Vol. 63, No. 8. pp. 1012-1030.
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