Productivity in the services sector: conventional and current explanations

Maroto-Sánchez, Andrés

doi:10.1080/02642069.2010.531266

Cited by 42 publications

(25 citation statements)

References 151 publications

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“…This contribution is of importance since the interrelation between IT adoption and service productivity is still a not well-understood phenomenon (Maroto, 2012). From a theoretical point of view, the results confirm that from the perspective of job matching theory, service organizations may require higher proportions of workers with higher educational levels only if these firms have adopted an IT-intensive approach to their business.…”

Section: Discussionsupporting

confidence: 77%

Jobs mismatch and productivity impact of information technology

Sandulli

Baker

López‐Sánchez

2014

The Service Industries Journal

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This paper studies the link between jobs mismatch and the impact of information technologies (ITs) on the efficiency of small service firms. From the perspective of job matching theory, the paper explores how small service firms that use ITs obtain an optimal matching between new skill requirements and workforce skills. The hypotheses suggest that optimal equilibrium will be obtained by matching IT intensity to ITs training and the proportion of workers with high educational levels.The study tests the hypotheses on a large sample of small services firms in Spain. The results confirm that matching the educational levels of the workforce with the IT intensity of the firm increases the efficiency of small service firms, while mismatch will decrease it. The contribution of IT training to firms' efficiency depends on training intensity but not on IT intensity.

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Section: Discussionsupporting

confidence: 77%

Jobs mismatch and productivity impact of information technology

Sandulli

Baker

López‐Sánchez

2014

The Service Industries Journal

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“…Service productivity can be challenging because it often includes both efficiency and customer satisfaction parameters (Maroto-Sánchez, 2012). Furthermore, different service production processes can vary in degree of customer participation and in demand (Larsson & Bowen, 1989).…”

Section: Service Productionmentioning

confidence: 99%

“…To summarize, service productivity in this study consists of efficiency and customer satisfaction (Grönroos & Ojasalo, 2004;Maroto-Sánchez, 2012;Parasuraman, 2002;Rust & Huang, 2012), efficiency refers to efficient use of provider and customer resources, and customer satisfaction to the extent that customers are satisfied with the outcome of the service.…”

Section: Service Productivity Characteristicsmentioning

confidence: 99%

“…In a manufacturing context, productivity is perceived primarily as an internally oriented and efficiency focused concept (Maroto-Sánchez, 2012;Parasuraman, 2002), often measured as the ratio between produced output and used input from a provider's perspective (Anderson et al, 1997;Parasuraman, 2002;Sink, 1985). In this respect, the quality of the output is assumed to be constant.…”

Section: Service Productivity Characteristicsmentioning

confidence: 99%

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A lean approach for service productivity improvements: synergy or oxymoron?

Carlborg

Kindström

Kowalkowski

2013

Managing Service Quality: An International Journal

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A lean approach to service productivity improvements: Synergy or oxymoron?Purpose: Service productivity continues to receive ever-greater amounts of attention as service covers a greater portion of the economy. As competition increases, service productivity becomes increasingly important. This study aims to explore the applicability of lean principles in a service context and to conceptualize how these principles impact service productivity.Design/methodology/approach: This paper presents a conceptual analysis of the six most commonly used lean principles in manufacturing and their applicability to a service context for different types of services. Using this analysis, six propositions are developed to examine the influence of lean on service productivity. Findings:This study suggests promising synergies, as well as important obstacles, for applying lean principles in services. Standardizing services and increasing reliability in service processes through lean principles can increase efficiency. However, the customer's active role in certain services and, simultaneously, high diversity make the application of lean principles increasingly difficult. Also, customer satisfaction must be considered when improving service productivity, otherwise the positive long-term effects of a lean approach in service will be absent. Practical implications:These findings are useful for organizations aiming to improve their service productivity. Particularly, lean principles are invaluable to increase efficiency and customer satisfaction for services with low diversity and low customer participation. This paper suggests a direction for the proper use of lean principles for different service types, and how efficiency and customer satisfaction are affected through a lean approach.2 Originality/Value: This study contributes to the research on service productivity and continues the discussion on prototypic characteristics of service and manufacturing orientations.

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“…The role played by agglomeration economies in determining urban productivity has gained considerable attention over the last decade (see the reviews by Rosenthal and Strange ; Redding ). It has been argued that within economic growth and productivity there is a need for a more service‐oriented focus besides the traditional emphasis on manufacturing‐related research and development (Miles et al ; Drennan and Kelly ; Maroto‐Sánchez ). Services have indeed often been regarded a slow‐productivity activities whose technical progress is dependent on manufacturing (Baumol ).…”

Section: Introductionmentioning

confidence: 99%

Agglomeration of knowledge intensive business services and urban productivity

Zhang

2016

Papers in Regional Science

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While there is considerable empirical evidence on the productivity-enhancing effects of manufacturing agglomeration, the impacts of knowledge intensive business services (KIBS) agglomeration have rarely been examined. We propose a mechanism-based framework to study the precise channels through which KIBS agglomeration contributes to urban productivity. By estimating a model of urban productivity that incorporates agglomeration of manufacturing, KIBS and non-KIBS using city-level data from China, we find that KIBS agglomeration is an important source of aggregate urban productivity. The importance of KIBS agglomeration in city productivity growth is systematically related to a city's level of economic development.JEL classification: R11, O14

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Productivity in the services sector: conventional and current explanations

Cited by 42 publications

References 151 publications

Jobs mismatch and productivity impact of information technology

Jobs mismatch and productivity impact of information technology

A lean approach for service productivity improvements: synergy or oxymoron?

Agglomeration of knowledge intensive business services and urban productivity

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