Service quality and productivity: a synergistic perspective

Abstract

Companies delivering services must broaden their examination of productivity from the conventional company‐oriented perspective to a dual company‐customer perspective. This broadened approach can help reconcile conflicts – the leverage synergies – between improving service quality and boosting service productivity. This article proposed a conceptual framework for understanding the inter‐linkages among service quality and the various components of the company‐customer perspective of productivity, and discusses the implications of the framework for service executives and researchers.