Service productivity: a systematic review of a dispersed research area

Abstract The service productivity literature has grown remarkably over the last two decades and gathered substantial knowledge. However, with gradual acceleration of knowledge production about productivity, collective evidence becomes more fragmented interdisciplinary. purpose this review is to systematically identify analyze 190 publications focusing on link previously dispersed studies as a next step in theory development. By clustering existing research into macroeconomic, mesoeconomic, microeconomic dimensions, our reveals that much progress been made advancing open-ended optimal productivity. Reviewing key insights from literature, we show majority adopts one-sided industrial perspective primarily focuses firm Although valuable, these most often leave out consumers’ time effort, neglecting value consumer-generated input. Thus, present offers new conceptualization by emphasizing it an open customer-inclusive process transcends producer–customer divide. Finally, contribute set propositions. Within propositions, beneficial conditions means for firms improve In sum, article provides policymakers, researchers, practitioners valuable guidance developing generate positive effects economy lacks