@article{(Open Science Index):https://publications.waset.org/pdf/3604, title = {Development of a Model for the Comprehensive Analysis and Evaluation of Service Productivity}, author = {A. Petz and S. Duckwitz and C. Schmalz and S. Meyer and S. Mütze-Niewöhner and C.M. Schlick}, country = {}, institution = {}, abstract = {Although services play a crucial role in economy, service did not gain as much importance as productivity management in manufacturing. This paper presents key findings from literature and practice. Based on an initial definition of complex services, seven productivity concepts are briefly presented and assessed by relevant, complex service specific criteria. Following the findings a complex service productivity model is proposed. The novel model comprises of all specific dimensions of service provision from both, the provider-s as well as costumer-s perspective. A clear assignment of identified value drivers and relationships between them is presented. In order to verify the conceptual service productivity model a case study from a project engineering department of a chemical plant development and construction company is presented.}, journal = {International Journal of Industrial and Manufacturing Engineering}, volume = {6}, number = {10}, year = {2012}, pages = {2019 - 2024}, ee = {https://publications.waset.org/pdf/3604}, url = {https://publications.waset.org/vol/70}, bibsource = {https://publications.waset.org/}, issn = {eISSN: 1307-6892}, publisher = {World Academy of Science, Engineering and Technology}, index = {Open Science Index 70, 2012}, }