Exploring Service Productivity

Studies in the German Airport Industry

  • Claudia Lehmann

Table of contents

  1. Front Matter
    Pages I-XXI
  2. Introduction

    1. Front Matter
      Pages 1-1
    2. Claudia Lehmann
      Pages 3-12
    3. Claudia Lehmann
      Pages 13-17
  3. Systematic literature review

    1. Front Matter
      Pages 19-19
    2. Claudia Lehmann
      Pages 21-23
    3. Claudia Lehmann
      Pages 25-37
    4. Claudia Lehmann
      Pages 39-76
    5. Claudia Lehmann
      Pages 77-85
  4. Service productivity from a provider’s perspective

    1. Front Matter
      Pages 87-87
    2. Claudia Lehmann
      Pages 89-91
    3. Claudia Lehmann
      Pages 93-101
    4. Claudia Lehmann
      Pages 103-107
    5. Claudia Lehmann
      Pages 109-112
    6. Claudia Lehmann
      Pages 113-138
    7. Claudia Lehmann
      Pages 139-143
  5. Service productivity from a customers’ perspective

    1. Front Matter
      Pages 145-145
    2. Claudia Lehmann
      Pages 147-150
    3. Claudia Lehmann
      Pages 151-164
    4. Claudia Lehmann
      Pages 165-207
    5. Claudia Lehmann
      Pages 209-216
  6. Service productivity from an operations perspective

    1. Front Matter
      Pages 217-217
    2. Claudia Lehmann
      Pages 219-221
    3. Claudia Lehmann
      Pages 223-227
    4. Claudia Lehmann
      Pages 229-235
    5. Claudia Lehmann
      Pages 237-252
    6. Claudia Lehmann
      Pages 253-255
  7. Discussion and conclusion

    1. Front Matter
      Pages 257-257
    2. Claudia Lehmann
      Pages 259-269
    3. Claudia Lehmann
      Pages 271-277
    4. Claudia Lehmann
      Pages 279-282
  8. Back Matter
    Pages 283-344

About this book


Claudia Lehmann explores service productivity from the providers, customer and operations perspective in the German airport industry using a solid empirical foundation. Available service productivity concepts, methods, measurements and their ability to overcome the emphasized problems are discussed, suggesting ways on how to deal with them. The insights of this book deliver considerable value for both management and academia. 

  • Systematic literature review on service productivity 
  • Service productivity from a provider’s perspective, a customers’ perspective, and an operations perspective 
  • An interactive service productivity model 

Target Groups
  • Lecturer and students of service and innovation management, aviation and airport management, airport planning 
  • Innovation manager, customer and user experience manager, airport manager and planer  

The Author 
Claudia Lehmann received her PhD from the HHL Leipzig Graduate School of Management, where she is executive director of the Center for Leading Innovation and Cooperation (CLIC). As a consultant she supported several major German companies in the planning and controlling of R&D projects. Her research focuses on service processes innovation and service productivity. 


Service productivity Airport management Traveler experience Traveler groups German airport industry Waiting time satisfaction Perceived waiting time Objective waiting time Airport operations Service Systems Systematic literature review

Authors and affiliations

  • Claudia Lehmann
    • 1
  1. 1.LeipzigGermany

Bibliographic information

  • DOI
  • Copyright Information Springer Fachmedien Wiesbaden GmbH, part of Springer Nature 2019
  • Publisher Name Springer Gabler, Wiesbaden
  • eBook Packages Business and Management
  • Print ISBN 978-3-658-23035-7
  • Online ISBN 978-3-658-23036-4
  • Buy this book on publisher's site
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