Jump to ContentJump to Main Navigation
Managing ServicesChallenges and Innovation$
Users without a subscription are not able to see the full content.

Kathryn Haynes and Irena Grugulis

Print publication date: 2013

Print ISBN-13: 9780199696086

Published to Oxford Scholarship Online: January 2014

DOI: 10.1093/acprof:oso/9780199696086.001.0001

Show Summary Details
Page of

PRINTED FROM OXFORD SCHOLARSHIP ONLINE (www.oxfordscholarship.com). (c) Copyright Oxford University Press, 2018. All Rights Reserved. Under the terms of the licence agreement, an individual user may print out a PDF of a single chapter of a monograph in OSO for personal use (for details see www.oxfordscholarship.com/page/privacy-policy).date: 17 January 2019

Service Measurement and Definition

Service Measurement and Definition

Challenges and Limitations

Chapter:
(p.7) 2 Service Measurement and Definition
Source:
Managing Services
Author(s):

Giuliana Battisti

Yogesh K. Dwivedi

Adrian T.H. Kuah

Cristiana R. Lages

Publisher:
Oxford University Press
DOI:10.1093/acprof:oso/9780199696086.003.0002

In recent years, there has been significant growth in the contribution of services to the economy of developed nations. However, despite the importance of the service economy, there has been a delay in the collection of data. The challenges relating to the definition and classification of services, alongside the measurement of their performance and innovative effort raise a number of important issues yet to be addressed adequately. This has partly contributed to the delay in the development of public policies aimed at sustaining the growth of services. This chapter aims to shed some light on the conceptualization of services and service performance measurement. The aim is to present some stylized facts and to highlight limitations and advancements in an understanding of the nature of services, the associated statistics and performance measures. In conclusion, ways in which policymakers, academics, and businesses may revisit the basics and rethink policies and strategies are suggested to ensure that the contribution of services to economic competitiveness and more in general to the UK economy are maximized.

Keywords:   services, service performance, measurement, definition

Oxford Scholarship Online requires a subscription or purchase to access the full text of books within the service. Public users can however freely search the site and view the abstracts and keywords for each book and chapter.

Please, subscribe or login to access full text content.

If you think you should have access to this title, please contact your librarian.

To troubleshoot, please check our FAQs , and if you can't find the answer there, please contact us .