Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance — Data Envelopment Analysis (DE

The question of how to measure and improve productivity in services has been a recurrent topic in political debates and in academic studies for several decades.

This volume describes how frontier efficiency methodologies such as Data Envelopment Analysis (DEA) and other techniques such as multi-criteria decision making

Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality p

In companies that produce goods and services, productivity and efficiency improvements are a constant challenge. This book reviews the differences between produ