Managing service productivity using data envelopment analysis

Ali Emrouznejad*, Emilyn Cabanda

*Corresponding author for this work

Research output: Chapter in Book/Published conference outputChapter (peer-reviewed)peer-review


This chapter provides the theoretical foundation and background on data envelopment analysis (DEA) method. We first introduce the basic DEA models. The balance of this chapter focuses on evidences showing DEA has been extensively applied for measuring efficiency and productivity of services including financial services (banking, insurance, securities, and fund management), professional services, health services, education services, environmental and public services, energy services, logistics, tourism, information technology, telecommunications, transport, distribution, audio-visual, media, entertainment, cultural and other business services. Finally, we provide information on the use of Performance Improvement Management Software (PIM-DEA). A free limited version of this software and downloading procedure is also included in this chapter.

Original languageEnglish
Title of host publicationManaging service productivity
Subtitle of host publicationusing frontier efficiency methodologies and multicriteria decision making for improving service performance
EditorsAli Emrouznejad, Emilyn Cabanda
Place of PublicationBerlin (DE)
Number of pages17
ISBN (Electronic)978-3-662-43437-6
ISBN (Print)978-3-662-43436-9
Publication statusPublished - 31 Dec 2014

Publication series

NameInternational series in operations research and management science
ISSN (Print)0884-8289


  • data envelopment analysis
  • DEA software
  • efficiency
  • managing service productivity
  • productivity
  • service industry
  • DEA


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