The authors examine various definitions of productivity and the main methods of its measurement. A survey of recent conceptual and methodological debates on the notion of productivity is also presented. A more operational and strategic perspective is then adopted in order to identify and analyze the main levers, factors and determinants for improving productivity and, more generally, the actual strategies adopted for this purpose in firms and organisations.

Providing a deep understanding of the specific and underestimated performance processes within service industries, this book will be of great interest to those involved in industrial economics, management science and public administration.