The relationship between operating efficiency and service quality: are they compatible?

Data envelopment analysis in service quality evaluation: an empirical study

“…They showed that using their three-stage DEA model, the management can avoid inefficient resource distribution decisions and enhance managerial efficiency. Talluri et al (2013) examined the compatibility of operating efficiency and service quality by utilizing a combination of DEA and survey-based empirical research methods in the service driving agencies based on the actual transaction data. Their analysis revealed important strategic decision-making implications for service operations managers and provided novel insights for academic research.…”

Estimating professional service productivity: theoretical model, empirical estimates and external validity

“…Assessing the productivity of professional service is a daunting challenge, due to the lack of common and readily available input and output measures (Griliches 1992, Jääskeläinen and Lönnqvist 2011, Keh et al 2006, Hopp et al 2009, Nachum 1999, Schmenner 2004, Talluri et al 2012. There is a paucity of research on the productivity of professional services.…”

“…Examples of professional services provided by highly skilled employees are present in many organizations (Anderson 2001, Hopp et al 2009, Jääskeläinen and Lönnqvist 2011, Napoleon and Gaimon 2004, Talluri et al 2012. Consider the highly skilled employees in accounting, where they have multiple outputs of balance sheets and income statements, as well as numerous internal reports.…”

“…Yet, with all the importance of service industries, there is a lack of conceptual understanding of service productivity: exactly which resources make service organizations competitive and how to measure the productivity of these resources (Jääskeläinen and Lönnqvist 2011, Schmenner 2004, Roth and Menor 2003, Yu and Lee 2009, Talluri et al 2012.…”

Do Efficiency Ratios Help Investors to Explore Firm Performances? Evidence from Italian Listed Firms

“…Although research revealed that the most efficient firms seem to have higher risks than inefficient firms, unambiguous results emerged about the performance of portfolios over time (Nguyen & Swanson, 2009;Frijns, Margaritis, & Psillaki, 2012). The relationship between efficiency and firm performances, measured by various proxies and analysed with different approaches, has also been addressed by focusing on several specific issues such as agency costs in publicly held corporations (Habib & Ljunqvist, 2005), firm size (Halkos & Tzeremes, 2007), service quality (Talluri, Kim, & Schoenherr, 2013) and managerial ability (Demerjian, Lev, & McVay, 2012).…”