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Measuring and Improving Productivity in Services
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Contents: Introduction Part I: Productivity: Definitions and Methods of Measurement 1. A Key Notion in Economic Analysis: Definitions, Measurements, Issues and Controversies 2. The Service Challenge 3. Public Services: A New Challenge 4. Internal Steering, Planning and Design Departments in Public Organizations: The Ultimate Test Part II: Productivity: Determinants and Strategies 5. The Traditional Factors Influencing Productivity 6. Productivity Factors in Services 7. Productivity Factors in Public Services Conclusion Bibliography Index

About the Author

Faridah Djellal and Faiz Gallouj, Professors of Economics and members of CLERSE-CNRS, University of Lille, France

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