Purpose – This study aims to propose a tree‐based analytic tool that may be used in analyzing a large‐scale and complex service process. The tenet of this tool is based on the Boolean logic and named service tree analysis (STA). The proposed STA aims to reflect the customer participation...

The conceptual approach has contributed significantly to service productivity, but it should be complemented by practical deliverable methods. This paper proposes a systematic framework for improving service productivity by employing the failure mode and effect analysis-based portfolio approach....