Measuring and improving productivity in services : issues strategies and challenges pt. 1. Productivity : definitions and methods of measurement pt. 2. Productivity : determinants and strategies The definition and measurement of productivity in services raises important conceptual methodological and strategic problems. This book aims to provide a critical review of the main debates on productivity in the domain of services. The first part examines the theoretical consequences of services specificities on the concept of productivity and reviews the attempts to measure it. The second part is devoted to the main determinants of productivity growth and the strategies to increase productivity in service firms and organisations