Exploring Service Productivity

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.

• 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.