The Service Productivity and Quality Challenge - International Studies in the Service Economy 1995 edition

Marc Notes: Includes bibliographical references and index. Table of Contents: Introduction: The Service Quality and Productivity Challenge; P. T. Harker. 1. Bureau of Labor Statistics Productivity Measures for Service Industries; E. R. Dean, K. Kunze. 2. The Role of Services in U. S. Production and Trade: an Analysis of Social Accounting Data for the 1980s; R. S. Dighe, J. F. Francois, K. A. Reinert. 3. Is the Shift Toward Employment in Services Stabilizing? D. E. Lebow, D. E. Sichel. 4. Regional Liberalization of Trade in Services; B. Hoekman. 5. An Empirical Analysis of Foreign Direct Investment in Service Industries; Jiatao Li. 6. Global Outsourcing of Information Processing Services; U. M. Apte, R. O. Mason. 7. The Office Farther Back: Business Services, Productivity, and the Offshore Back Office; M. I. Wilson. 8. The Economics of Customer Lock-In and Market Power in Services; S. Borenstein, J. K. MacKie-Mason, J. S. Netz. 9. Information Technology and Organizational Effectiveness; J. M. Pennings. 10. Improving Claims Operations: a Model-Based Approach; U. M. Apte, R. A. Cavaliere, G. G. Hegde. 11. A Model for Analyzing Quality in the Service Delivery Process; P. K. Armstrong. 12. Hotel Sales and Reservations Planning; G. R. Bitran, S. M. Gilbert, Thin-Yin Leong. 13. Service Productivity in U. S. Credit Unions; H. O. Fried, C. A. Knox Lovell, P. Vanden Eeckaut. 14. Productivity Growth in the Telephone Industry since 1984; R. W. Crandall, J. Galst. 15. Improving Productivity in Intermodal Rail-Truck Transportation; E. K. Morlok, J. P. Sammon, L. N. Spasovic, L. K. Nozick.16. Politics, Markets, and Equality in Schools; J. E. Chubb, T. M. Moe. 17. Postal Services in the Nineties; J. S. Boronico, M. A. Crew, P. R. Kleindorfer. Index."Publisher Marketing: The recent global recession has revealed the vital importance of service-sector productivity in all developed economies. The challenge for scholars and professionals in productivity management (economics and management science) in the coming decade is clearly to improve the productivity of the services sector.

Contributor Bio:  Harker, Patrick T fm.author_biographical_note1