Driving Service Productivity

By: John Bessant and Claudia Lehmann and Kathrin M. Möslein

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Synopsis: In a world moving towards services, driving service productivity is a central challenge for leaders and members of all types of organisations: for service businesses there is a clear need to be "productive", but it is far less clear what this exactly means. In this book, we invite you on a journey that explores the ways, tools and options for driving service productivity. We take an innovator's perspectives and look at the tricky challenge of service productivity as a landscape of options for designing the future of services. Case examples, from the airport, hotel, healthcare, and professional service industry, offer insights in the methods used and approaches taken in business practice. Research results provide food for thought and valuable advice on the path towards superior service productivity. Throughout the book we also listen to the views and advices of interviewed experts from academia as well as business practice on how to drive service productivity. A forecast on how service productivity and service innovation might evolve in the future provides us - and hopefully you as a reader - with the necessary food for thought to develop our own understanding of driving service productivity in different business settings. Overall, this book is not a traditional "academic product" that summarises the views of a few, but a co-created offering that profited enormously from the contributions of so many.