Managing Service Productivity: Using Frontier Efficiency Methodologies and Multicriteria Decision Making for Improving Service Performance

1. Managing Service Productivity Using Data Envelopment Analysis
Ali Emrouznejad and Emilyn Cabanda
2. Development of Assessment Model for Research Efficiency
of Universities
Jong-Woun Youn and Kwangtae Park
3. Incorporating Intra- and Inter-Input/Output Weight Restrictions
in Piecewise Linear DEA: An Application to the Assessment of the
Research Activity in Higher Education
Dimitris Sotiros, Yannis G. Smirlis, and Dimitris K. Despotis
4. Estimating the Efficiency of Healthcare Facilities Providing HIV/AIDS
Treatment in Zambia: A Data Envelopment Approach
Felix Masiye, Chrispin Mphuka, and Ali Emrouznejad
5. Benchmarking in Healthcare: An Approach Based
on Closest Targets
Juan Aparicio, Fernando Borras, Lidia Ortiz, and Jesus T. Pastor
6. Service Enterprise Productivity in Action (SEPIA)
Moira Scerri and Renu Agarwal
7. Using Data Envelopment Analysis to Measure Good Governance
Rouselle Lavado, Emilyn Cabanda, Jessamyn Encarnacion, Severa de Costo,
and Jose Ramon Albert
8. Measuring the Performance of Service Organizations and
the Effects of Downsizing on Performance: Evidence from
the Greek Citizen Service Centers
Panagiotis D. Zervopoulos
9. Measuring Efficiency of Courts: An Assessment of Brazilian
Courts Productivity
Luciana Yeung
10. Cost Efficiency and Market Power: A Test of Quiet Life
and Related Hypotheses in Indonesian Banking Industry
Viverita
11. Internal Structure of Service Organization: From Multi-activity
Financial Institutions to Network Structure Hotels
Ming-Miin Yu and Li-Hsueh Chen
12. Application of DEA in the Electricity Sector: The Case of Meralco
Distribution Sectors
Michael L. Antonio and Ma. Socorro P. Calara
13. Improving Energy Efficiency Using Data Envelopment Analysis:
A Case of Walnut Production
Alireza Khoshroo and Richard Mulwa
14. Service Productivity in IT: A Network Efficiency Measure
with Application to Communication Systems
Adeyemi Abel Ajibesin, Neco Ventura, H. Anthony Chan,
and Alexandru Murgu
15. Efficiency of Software Development Projects: A Case Study
on an Information Technology Company in India
Geeta Sharma and Anshu Kataria
16. Protocol for Comprehensive Efficiency Analysis of Multi-Service
Metropolitan Transit Agency Operators
Darold T Barnum, John M Gleason, and Matthew G Karlaftis
17. Measuring the Sustainability of Air Navigation Services
Vladimir Grigorov and Paula Rachel Mark
18. Measuring and Managing the Productivity of U.S.
Public Transit Systems: An Unoriented Network DEA
Sreekanth Mallikarjun, Herbert F. Lewis, and Thomas R. Sexton
19. Using DEA to Improve the Efficiency of Pupil Transportation
Thomas R. Sexton, Allan J. Jones, Andy Forsyth, and Herbert F. Lewis