Authors: Aki Jaaskelainen
Addresses: Tampere University of Technology, Department of Industrial Management, P.O. Box 541 FIN-33101, Tampere, Finland
Abstract: Improving productivity requires an understanding of what key factors affect it. This paper aims to define and identify factors affecting the productivity of public service organisations. The objective of the paper is tackled with a qualitative research approach which is explorative in nature. The paper extends the present limited knowledge on the issue by examining, analysing and combining literature from different research fields and by analysing empirical data obtained from the interviews carried out in various departments of the City of Helsinki, Finland. As a result a new public service productivity model is presented.
Keywords: intangibles; performance management; public sector; productivity factors; productivity improvement; public service organisations; Helsinki; Finland; local government; municipalities; cities; intellectual capital; service productivity; services technology; services management.
International Journal of Services Technology and Management, 2010 Vol.14 No.4, pp.360 - 375
Published online: 04 Oct 2010 *Full-text access for editors Access for subscribers Purchase this article Comment on this article