Claudia Lehmann explores service productivity from the providers, customer and operations perspective in the German airport industry using a solid empirical foundation. Available service productivity concepts, methods, measurements and their ability to overcome the emphasized problems are discussed, suggesting ways on how to deal with them. The insights of this book deliver considerable value for both management and academia.
Inhoudsopgave
Systematic literature review on service productivity.- Service productivity from a provider’s perspective, a customers’ perspective, and an operations perspective.- An interactive service productivity model.
Over de auteur
Claudia Lehmann received her Ph D from the HHL Leipzig Graduate School of Management, where she is executive director of the Center for Leading Innovation and Cooperation (CLIC). As a consultant she supported several major German companies in the planning and controlling of R&D projects. Her research focuses on service processes innovation and service productivity.
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