Exploring Service Productivity - Studies in the German Airport Industry

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.

List of contents

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.

About the author

Claudia Lehmann received her PhD 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.

Summary

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.

Product details

• Authors: Claudia Lehmann
• Publisher: Springer, Berlin
• Languages: English
• Product format: Paperback / Softback
• Released: 01.01.2018
• EAN: 9783658230357
• ISBN: 978-3-658-23035-7
• No. of pages: 344
• Dimensions: 149 mm x 212 mm x 20 mm
• Weight: 476 g
• Illustrations: XXI, 344 p. 70 illus.
• Series: Markt- und Unternehmensentwicklung Markets and Organisations; Markt- und Unternehmensentwicklung Markets and Organisations; Markt- und Unternehmensentwicklung / Markets and Organisations
• Subjects: Social sciences, law, business > Business > Management; Management, C, Management: Innovation, Arbeits-, Wirtschafts- und Organisationspsychologie, Leadership, Business and Management, Business Strategy/Leadership, Innovation/Technology Management, Research & development management, Sales & marketing, Consumer behavior, Management science, Industrial Management, Motivation research (Marketing)