A Study On Service Productivity Of Chinese Service Firms

The dissertation explores the enterprise-customer mutual productivity idea from the enterprise's perspective. By inductive method, Delphi method and comparative method, the dissertation intent to develop the theory of service productivity, and also identify the major determinants on it and explore the approaches to improve service productivity.In order to fulfill the research target aforementioned, first step is to draw up the nature, connotation and evaluative methods of the service productivity from relevant theories domestically and globally. The traditional service productivity measurement, which was merely form the view of producer, is based on the calculability between input and output and the hypotheses of invariable of output avail. While, the openness and clients'participation in service producing system, the output's intangibility and variableness, and the undulation of the requirements, show thoroughly literature review is a good way to go further research. Secondly, the dissertation discusses the main determinants and measurement of service productivity. Based on enterprise-customer mutual productivity idea, we divided the determinants into two perspectives (inner and outer) and three processes: preparation phase, practice phase, and ending phase. Then the measure model of service productivity can be conducted. Finally, the feasible ways to improve service productivity were presented according to the two parts above.