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.