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

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

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.

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