1 Service productivity in the context of the service life cycle

The productivity of services is a complex subject and goes well beyond the ratio of input to output. To understand service productivity within the differ-ent stages of the service life cycle an approach is being explored that ex-amines 3 layers: individual, organizational and macro. The authors provide a research outline on how to measure, manage and optimize service productivity in dynamic systems. Implications for service providing organi-zations are presented. 1