The Measurement And Application Research Of Service Productivity

Productivity, as one of the key elements of the economic growth, has been valued in the academia. Along with the rapid development of the service industry, the research of service productivity also has aroused wide concern.Firstly, there is a detailed description about the current research of traditional productivity and services productivity. Through comparing the service productivity and manufacturing industry productivity, we know that, in the service industry, because of its own characteristics and properties, measure of service productivity has not simple to use traditional productivity measuring method indiscriminately. Service productivity is a function included internal efficiency, external efficiency and ability efficiency. For the service productivity, external efficiency is the key, but internal efficiency and ability efficiency also should be corcern.Based on the three elements of the service productivity, this paper expounds in detail. External efficiency is the decisive role, and it is mainly reflectde by customer-perceived service quality. High customer-perceived service quality can be obtained high service productivity. But the internal efficiency is mainly focused on enterprise cost. In this paper, the cost of service enterprises are divided into effective cost, invalid cost and forced cost. To get the high productivity, enterprise managers must identify invalid cost, and take measures to eliminate or reduce the cost of invalid. However, for the effective cost, because it is helpful to improve the service productivity, even to high, the enterprise cannot cut corners. Forced cost is unavoidable, enterprises cannot eliminate. Ability efficiency is a kind of ability about managing supply and demand, and we think that it is the best when supply and demand balance, and it is the idea state.After analying the the composition of several elements of the service productivity in this paper, I give the constitute model of the service productivity and measurement model of service productivity. Meanwhile, according to the measurement model, I select the Dalian hammer-strokes island hotel to measure its service productivity, and measuring result is acceptable.