Measuring and improving productivity in services,

Taking into account the many different approaches adopted in terms of definitions, measurement and strategies, the authors have realised a very comprehensive survey of the litterature.
The advent of the service economy contributed to call into question the definition and measurement methods of the concept of productivity. An operational and strategic perspective is adopted,by the authors, to identify and analyze the main level, factors, determinants for improving productivity. But the authors outline that other aspects of labour performance have to be considered : economic one but also civic one, relational, innovation and reputational one. Positive or negative relationships exist between the various types of performance, and they have to be taken into account.

This book has been published by Edward Elgar, Cheltenham UK in the series : Service, economy and innovation