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Between 2000 and 2015, the services sector grew by 23% in OECD countries, with around two-thirds of the working population employed in this sector. In the European Union, 72.1% of the labor force worked in the services sector in 2018. With a growing global population, the demand for services is also increasing, making increasing service productivity an important research goal.
Public and private service companies are subject to different incentive structures that influence their approach to productivity. Public service enterprises, especially in the social, health, and education sectors, play a critical role in society. Improving public service productivity is therefore essential.
Two research questions are addressed: What factors have the greatest impact on the performance of service workers? How can performance improvement be expressed by managing the influencing factors of frontline employees? By focusing on frontline employees, this dissertation recognizes their essential role in increasing service productivity. The goal of the thesis is to gain insight into the factors that influence their productivity in public service.
The dissertation reviews service productivity models in detail. Differences and connections between the various models and schools of models are discussed. Grönroos and Ojasalo's model of service productivity is selected as the theoretical framework for the empirical study to examine the factors influencing frontline employees. The systematic selection of influencing factors as well as the evaluation of previous research on these factors, reveals research gaps, which are translated into hypotheses. The majority of the data for the empirical part comes from public service companies. The designed questionnaire serves as a starting point for the development of a scale for empirical validation for one part, a component of the Grönroos-Ojasalo model. The research results offer a basis for action for practitioners who want to achieve productivity improvements.