Managing service productivity: The data envelopment analysis perspective

Boaz Golany; David B. Learner; Fred Y. Phillips; John J. Rousseau

doi:10.1016/0198-9715(90)90015-L

Managing service productivity: The data envelopment analysis perspective

Boaz Golany, David B. Learner, Fred Y. Phillips, John J. Rousseau

Data and Decision Sciences

Research output: Contribution to journal › Article › peer-review

Abstract

This paper outlines a new productivity assessment based on Data Envelopment Analysis (DEA) methodology. DEA offers the first satisfactory multi-input, multi-output measure of productivity, and allows for productivity management at the intrafirm and interfirm levels with particular application in marketing. Efficiency and effectiveness are distinguished as productivity components, and means for managing each one is discussed and illustrated by an example from a marketing perspective.

Original language	English
Pages (from-to)	89-102
Number of pages	14
Journal	Computers, Environment and Urban Systems
Volume	14
Issue number	2
DOIs	https://doi.org/10.1016/0198-9715(90)90015-L
State	Published - 1990

ASJC Scopus subject areas

Geography, Planning and Development
Ecological Modeling
General Environmental Science
Urban Studies

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10.1016/0198-9715(90)90015-L

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Managing service productivity: The data envelopment analysis perspective

Abstract

ASJC Scopus subject areas

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