Innovating with services and integrating sustainability in economics are research issues of increasing importance. Green services are a recently relevant type in service research combining both fields. The potential seen in ecologically sustainable services is high, while a comprehensive approach in new service development is still missing. Based on an empirical study, a set of requirements for developing green services is introduced, considering specific criteria of ecological sustainability

Analysing and optimising service productivity is a widely discussed task in service management. While directly measurable factors such as processing time or service turnover are frequently used in order to measure the productivity of services, underlying factors that are, in many cases, not (directly) measurable are not considered in-depth. However, these “qualitative” factors influence service productivity to a high degree. The idea behind the approach provided in this article is to open the former “black box” view on productivity (input–output) to a process efficiency-oriented perspective instead and to show which qualitative factors play a crucial role regarding service productivity.

No abstract

No abstract

No abstract