Service measurement and definition: challenges and limitations

Battisti, Giuliana, Dwivedi, Yogesh K., Kuah, Adrian T.H., and Lages, Cristiana R. (2014) Service measurement and definition: challenges and limitations. In: Haynes, Kathryn, and Grugulis, Irena, (eds.) Managing Services: challenges and innovations. Oxford University Press, Oxford, UK, pp. 7-20.

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[Extract] In recent years, there has been significant growth in the contribution of services to the economy of developed nations. In the UK, the service sector is a major contributor to the country's economic prosperity. 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 raise a number of important issues yet to be addressed adequately. This has partly contributed to a delay in the development of public policies aimed at sustaining the growth of services.

In this chapter, we try to shed some light on the conceptualization of services and service performance measurement and on those issues that would benefit from further attention especially by academics and policy makers. Our aim is to present some stylized facts and to highlight limitations and advancements in our understanding of the nature of services, the associated statistics, and performance measures. We conclude by emphasizing the need to revisit the basics to ensure that the contribution of services to economic competitiveness and more in general to the UK economy is properly measured and maximized.

Item ID: 28688
Item Type: Book Chapter (Research - B1)
ISBN: 978-0-19-969608-6
Keywords: services, service performance, measurement, definition
Funders: Economic and Social Research Council (ESRC)
Projects and Grants: ERSC Research Award RES-331-27-0039
Date Deposited: 25 Aug 2013 23:15
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1504 Commercial Services > 150499 Commercial Services not elsewhere classified @ 40%
15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150399 Business and Management not elsewhere classified @ 60%
SEO Codes: 91 ECONOMIC FRAMEWORK > 9105 Measurement Standards and Calibration Services > 910504 Service Industries Standards and Calibrations @ 100%
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