Integrating human motivation in service productivity

Abstract

The global competitiveness of a nation is dependent largely on its service-sector productivity. The service industry accounts for about 75% of the contribution to the GDP and employment share in most of the advanced OECD countries. With increasing importance of service sector, there is a need for intensive research, which focuses on the identification of factors, which determine service productivity. With respect to knowledge-based services, the conventional notion of service productivity being similar to manufacturing productivity does not hold true. There has been a lack of consensus in literature about factors the definition of service productivity and factors defining human motivation. The paper develops a human behavioural inclusive model for service productivity. Existing service productivity models, human motivational and psychological theories have been analysed on the basis of utility and fallibility. The service productivity model is validated by an expert interview with an industrial expert and a researcher. Further research is in progress for quantification and simulation of human motivation, which will help managers and recruiters to understand the motivation of highly skilled knowledge workers.