The study presents an organisational analysis into the linked issues of service productivity and perceived service quality. The operations management literature postulates that a trade-off exists between service productivity and perceived service quality, an assertion which is supported by evidence from managerial experiences and other academic researches. However, is it possible to prevail over the trade-off between productivity and perceived quality? Further, what is the effect of the trade-off on company profitability? To respond to these questions, a retrospective longitudinal study is performed, based on analysis of data collected from 52 offices of a major European banking group over the years 2010–2011. A first analysis verifies the existence of the trade-off. A second then examines the suitability of the employee incentive system intended to overcome the trade-off. Finally, a multiple linear regression model is developed in order to verify whether service productivity and perceived service quality impact on company profitability, and to what extent.

Calabrese, A., Spadoni, A. (2013). Quality versus productivity in service production systems: an organisational analysis. INTERNATIONAL JOURNAL OF PRODUCTION RESEARCH, 51(22), 6594-6606 [10.1080/00207543.2013.813985].

Quality versus productivity in service production systems: an organisational analysis

CALABRESE, ARMANDO;
2013-01-01

Abstract

The study presents an organisational analysis into the linked issues of service productivity and perceived service quality. The operations management literature postulates that a trade-off exists between service productivity and perceived service quality, an assertion which is supported by evidence from managerial experiences and other academic researches. However, is it possible to prevail over the trade-off between productivity and perceived quality? Further, what is the effect of the trade-off on company profitability? To respond to these questions, a retrospective longitudinal study is performed, based on analysis of data collected from 52 offices of a major European banking group over the years 2010–2011. A first analysis verifies the existence of the trade-off. A second then examines the suitability of the employee incentive system intended to overcome the trade-off. Finally, a multiple linear regression model is developed in order to verify whether service productivity and perceived service quality impact on company profitability, and to what extent.
2013
Pubblicato
Rilevanza internazionale
Articolo
Esperti anonimi
Settore ING-IND/35 - INGEGNERIA ECONOMICO-GESTIONALE
Italian
Con Impact Factor ISI
service production systems, service science management and engineering, service productivity, perceived service quality, employee incentive system
Calabrese, A., Spadoni, A. (2013). Quality versus productivity in service production systems: an organisational analysis. INTERNATIONAL JOURNAL OF PRODUCTION RESEARCH, 51(22), 6594-6606 [10.1080/00207543.2013.813985].
Calabrese, A; Spadoni, A
Articolo su rivista
File in questo prodotto:
File Dimensione Formato  
Calabrese_Spadoni_2013_IJPR_published.pdf

solo utenti autorizzati

Licenza: Copyright dell'editore
Dimensione 456.13 kB
Formato Adobe PDF
456.13 kB Adobe PDF   Visualizza/Apri   Richiedi una copia

I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.

Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/2108/101123
Citazioni
  • ???jsp.display-item.citation.pmc??? ND
  • Scopus 10
  • ???jsp.display-item.citation.isi??? 5
social impact