<p><p>Exploring the concept of quality management from a new point of view, this book presents a holistic model of how consumers judge the quality of products. It links consumer perceptions of quality to the design and delivery of the final product, and presents models and methods for improving the
The Service Productivity and Quality Challenge
โ Scribed by Patrick T. Harker (auth.), Patrick T. Harker (eds.)
- Publisher
- Springer Netherlands
- Year
- 1995
- Tongue
- English
- Leaves
- 510
- Series
- International Studies in the Service Economy 5
- Edition
- 1
- Category
- Library
No coin nor oath required. For personal study only.
โฆ Synopsis
3 While all of these explanations seem to have merit, there is one dominant reason why the percentage of GDP and employment dedicated to services has continued to increase: low productivity. According to Baumol's cost disease hypothesis (Baumol, Blackman, and Wolff 1991), the growth in services is actually an illusion. The fact is that service-sector productivity is improving slower than that of manufacturing and thus, it seems as if we are consuming more services in nominal terms. However, in real terms, we are consuming slightly less services. That is, the increase in the service sector is caused by low productivity relative to manufacturing. The implication of Baumol's cost disease is the following. Assuming historical productivity increases for manufacturing, agriCUlture, education and health care, Baumol (1992) shows that the U. S. can triple its output in all sectors within 50 years. However, due to the higher productivity level for manufacturing and agriculture, it will take substantially more employment in services to achieve this increase in output. To put this argument in perspective, simply roll back the clock 100 years or so and replace the words manufacturing with agriculture, and services with manufacturing. The phenomenal growth in agricultural productivity versus manufacturing caused the employment levels in agriculture in the U. S. to decrease rapidly while producing a truly unbelievable amount of food. It is the low productivity of services that is the real culprit in its growth of GDP and employment share.
โฆ Table of Contents
Front Matter....Pages i-vi
Introduction The Service Quality and Productivity Challenge....Pages 1-10
Bureau of Labor Statistics Productivity Measures for Service Industries....Pages 11-42
The Role of Services in U.S. Production and Trade: an Analysis of Social Accounting Data for the 1980s....Pages 43-80
Is The Shift Toward Employment In Services Stabilizing?....Pages 81-112
Regional Liberalization of Trade in Services....Pages 113-137
An Empirical Analysis of Foreign Direct Investment in Service Industries....Pages 139-168
Global Outsourcing of Information Processing Services....Pages 169-202
The Office Farther Back: Business Services, Productivity, and the Offshore Back Office....Pages 203-224
The Economics of Customer Lock-In and Market Power in Services....Pages 225-250
Information Technology and Organizational Effectiveness....Pages 251-280
Improving Claims Operations: A Model-Based Approach....Pages 281-310
A Model For Analyzing Quality in the Service Delivery Process....Pages 311-342
Hotel Sales and Reservations Planning....Pages 343-363
Service Productivity in U.S. Credit Unions....Pages 365-390
Productivity Growth in the Telephone Industry Since 1984....Pages 391-405
Improving Productivity in Intermodal Rail-Truck Transportation....Pages 407-434
Politics, Markets, and Equality in Schools....Pages 435-469
Postal Service in the Nineties....Pages 471-492
Back Matter....Pages 493-509
โฆ Subjects
Production/Logistics/Supply Chain Management; Management/Business for Professionals; Marketing
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