Driving Service Productivity

Value-Creation Through Innovation

  • John Bessant
  • Claudia Lehmann
  • Kathrin M. Moeslein

Part of the Management for Professionals book series (MANAGPROF)

Table of contents

  1. Front Matter
    Pages i-x
  2. Introduction

    1. Front Matter
      Pages 1-1
    2. John Bessant, Claudia Lehmann, Kathrin M. Möslein
      Pages 3-15
  3. Perspectives

    1. Front Matter
      Pages 17-17
    2. Stephan Klingner, Stephanie Pravemann, Michael Becker, Klaus-Peter Fähnrich
      Pages 43-58
    3. Andy Neely
      Pages 59-72
  4. Cases

    1. Front Matter
      Pages 93-93
    2. Claudia Lehmann, Kathrin M. Möslein
      Pages 95-111
    3. Hagen Habicht, Friedrich W. Heidemann, Alastair Ross
      Pages 113-130
  5. Future

    1. Front Matter
      Pages 209-209
    2. John Bessant, Claudia Lehmann, Kathrin M. Möslein
      Pages 211-218
  6. Back Matter
    Pages 219-230

About this book


In a world moving towards services, driving service productivity is a central challenge for leaders and members of all types of organisations: for service businesses there is a clear need to be “productive”, but it is far less clear what this exactly means. In this book, we invite you on a journey that explores the ways, tools and options for driving service productivity. We take an innovator’s perspectives and look at the tricky challenge of service productivity as a landscape of options for designing the future of services.

Case examples, from the airport, hotel, healthcare, and professional service industry, offer insights in the methods used and approaches taken in business practice. Research results provide food for thought and valuable advice on the path towards superior service productivity. Throughout the book we also listen to the views and advices of interviewed experts from academia as well as business practice on how to drive service productivity.

A forecast on how service productivity and service innovation might evolve in the future provides us – and hopefully you as a reader – with the necessary food for thought to develop our own understanding of driving service productivity in different business settings. Overall, this book is not a traditional “academic product” that summarises the views of a few, but a co-created offering that profited enormously from the contributions of so many.


Service Effectiveness Service Efficiency Service Innovation Service Organizations Service Productivity

Editors and affiliations

  • John Bessant
    • 1
  • Claudia Lehmann
    • 2
  • Kathrin M. Moeslein
    • 3
  1. 1.University of Exeter Business SchoolExeterUnited Kingdom
  2. 2.Center for Leading Innovation and Cooperation (CLIC)HHL Leipzig Graduate School of ManagementLeipzigGermany
  3. 3.HHL Leipzig Graduate School of ManagementFriedrich-Alexander-University Erlangen - NurembergNurembergGermany

Bibliographic information

Industry Sectors
Finance, Business & Banking