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- W205868963 abstract "Productivity in service has long been claimed to be low. The traditional measurement of output divided by input has received critic when applied to service settings and has even been described as potentially harmful due to its potential to change the actual offer. This study focuses on how productivity is defined and measured in two call centers. The results show that productivity is not limited to the output divided by input definition. Both call centers use similar measurements, but value the measures differently" @default.
- W205868963 created "2016-06-24" @default.
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- W205868963 date "2011-06-02" @default.
- W205868963 modified "2023-09-23" @default.
- W205868963 title "The Practice of Measuring Productivity" @default.
- W205868963 hasPublicationYear "2011" @default.
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