Service productivity is a brand new concept in the service industry, since it is quite different with conventional productivity. While the productivity in manufacturing is one of the quantitative measures for evaluating process efficiency, the service productivity include the nature of customer satisfaction as well as those of service process efficiency. Customer satisfaction, also called service quality in the service industry is one of the most difficult factors to measure quantitatively due to its intangibility. Hence it is also difficult to measure the service productivity correctly. It is hard to find the existed models for service productivity or related research papers in the literature. In this study, a new model which can be used to measure and evaluate the service productivity considering both the service quality and the productivity of service process is proposed. AHP, one of the well-known multiple-criteria decision-making methods, is applied to deal with both quantitative and qualitative factors in the model. The methodology and the procedures for measuring and evaluating service productivity are also presented.

Abstract
 1. 서론
 2.이론적 배경
 3. 서비스 생산성 측정 및 평가모형
  3.1 서비스 생산성 요인
  3.2 AHP 적용
  3.3 정량적 요소에 대한 상대적 중요도 계산
 4.수치예제
 5.결론
 참고문헌

• 김미선(세종대학교)
• 김준석(세종대학교) 교신저자