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Exploring Service Productivity

Studies in the German Airport Industry

  • Book
  • © 2019

Overview

Authors:
  1. Claudia Lehmann

    1. Leipzig, Germany

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  • Comprehensive and unique study explore service productivity from different perspectives

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Table of contents (24 chapters)

  1. Front Matter

    Pages I-XXI
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  2. Introduction

    1. Front Matter

      Pages 1-1
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    2. The problem of service productivity

      • Claudia Lehmann
      Pages 3-12

    3. Structure of the thesis

      • Claudia Lehmann
      Pages 13-17

  3. Systematic literature review

    1. Front Matter

      Pages 19-19
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    2. Introduction

      • Claudia Lehmann
      Pages 21-23

    3. Conceptual background

      • Claudia Lehmann
      Pages 25-37

    4. Findings and reporting the review

      • Claudia Lehmann
      Pages 39-76

    5. Résumé

      • Claudia Lehmann
      Pages 77-85

  4. Service productivity from a provider’s perspective

    1. Front Matter

      Pages 87-87
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    2. Introduction

      • Claudia Lehmann
      Pages 89-91

    3. Characteristics of airports

      • Claudia Lehmann
      Pages 93-101

    4. Airport productivity measurement

      • Claudia Lehmann
      Pages 103-107

    5. Empirical investigation

      • Claudia Lehmann
      Pages 109-112

    6. Findings

      • Claudia Lehmann
      Pages 113-138

    7. Résumé

      • Claudia Lehmann
      Pages 139-143

  5. Service productivity from a customers’ perspective

    1. Front Matter

      Pages 145-145
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    2. Introduction

      • Claudia Lehmann
      Pages 147-150

    3. Empirical investigation

      • Claudia Lehmann
      Pages 151-164

    4. Case study findings

      • Claudia Lehmann
      Pages 165-207
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Keywords

About this book

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.

Authors and Affiliations

  • Leipzig, Germany

    Claudia Lehmann

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.

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