Managing Service Productivity using Data Envelopment Analysis -- Development of Assessment Model for Research Efficiency of Universities -- Incorporating intra- and inter-input/output weight restrictions in piece-wise linear DEA: an application to the assessment of the research activity in higher education -- Estimating the efficiency of healthcare facilities providing HIV/AIDS treatment in Zambia: a data envelopment approach -- Benchmarking in healthcare: an approach based on closest targets -- Service Enterprise Productivity in Action (SEPIA) -- Using Data Envelopment Analysis to Measure Good Governance -- Measuring the performance of service organisations and the effects of privatisation on performance: Evidence from the Greek Citizen Service Centres -- How (In)efficient are Brazilian Courts? Measuring it with DEA -- Cost Efficiency and Market Power: A test of quiet life and related hypotheses in Indonesian banking industry -- Internal Structure of Service Organization ─ From Multi-Activity Financial Institutions to Network Structure Hotels -- Application of DEA in the Electricity Sector: The Case of Meralco Distribution Sectors -- Improving energy efficiency of walnut production using data envelopment analysis approach -- Service Productivity in IT: A Network Efficiency Measure with Application to Communication -- Performance Evaluation of Software Development Projects: A Case Study on an Information Technology (IT) Company in India -- Measuring efficiency of Urban Transport -- Sustainable Development of Air Traffic Control: Moving from Airspace Complexity to Airspace Efficiency -- Measuring and Managing the Productivity of U.S. Public Transit Systems: An Unoriented Network DEA -- Using DEA to Improve the Efficiency of Pupil Transportation.

This volume describes how frontier efficiency methodologies such as Data Envelopment Analysis (DEA) and other techniques such as multi-criteria decision making can help service industries to improve their performance by providing a ranking of best-practice efficient service units and by identifying sources of inefficiency for each service unit. It explains how they can be used to determine potential improvement targets for each of the inefficient service units, to identify peers for each service organization and to provide a basis for continuous performance improvement. Presenting applications in a variety of industries, this book will be useful for the service management to improve service productivity, profitability, sustainability, and quality and effectiveness of service deliveries. A free trial version of the World's leading Data Envelopment Analysis Software (PIM-DEA) is available for readers of this book.