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Increasing Profits in Service Production Through Performance Feedback That Reduces Cognitive Time Distortion
Faculty of Social Sciences, Uppsala University.
Södertörn University, School of Social Sciences, Business Studies.ORCID iD: 0000-0003-4483-7673
Faculty of Social Sciences, Uppsala University; University of Economics and Human Sciences in Warsaw, Poland .
2022 (English)In: Journal of Small Business Strategy, ISSN 1081-8510, E-ISSN 2380-1751, Vol. 32, no 1, p. 11-23Article in journal (Refereed) Published
Abstract [en]

This paper contributes to resolving the infamous problem of service production inefficiencies, focusing specifically on service profitability. Two independent experimental laboratory studies show that the profitability of services can be increased using performance feedback that informs task-performing individuals about the accuracy of their temporal assessments of the service tasks they have performed. Reducing inaccuracy in these assessments simultaneously reduces costs and increases service production revenues, boosting service profitability. This effect of feedback on the accuracy of time assessment at work and service profitability is a novel contribution to the literature on the economics of service production.

Place, publisher, year, edition, pages
Small Business Institute , 2022. Vol. 32, no 1, p. 11-23
Keywords [en]
Clock time, Cognitive time, Learning curve, service performance management
National Category
Business Administration
Identifiers
URN: urn:nbn:se:sh:diva-48995DOI: 10.53703/001c.29808Scopus ID: 2-s2.0-85128454034OAI: oai:DiVA.org:sh-48995DiVA, id: diva2:1656688
Available from: 2022-05-06 Created: 2022-05-06 Last updated: 2022-05-09Bibliographically approved

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Pashkevich, Natallia

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CiteExportLink to record
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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • harvard-anglia-ruskin-university
  • apa-old-doi-prefix.csl
  • sodertorns-hogskola-harvard.csl
  • sodertorns-hogskola-oxford.csl
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf