Customer processes in business to business service transactions
著者
書誌事項
Customer processes in business to business service transactions
（Gabler Edition Wissenschaft）
Deutscher Universitäts-Verlag, 2006
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注記
"Dissertation Freie Universität Berlin, 2006"--T.p. verso
Bibliography: p. 257-300
内容説明・目次
内容説明
Janine Frauendorf analyzes how customer processes can be used to optimize the overall service process. Her focus is on the service blueprint: Originally a tool for the design and optimization of the service operator's internal process, it is now extended taking into account the customer process aspect. She presents significant implications for services research and helpful suggestions for business practice.
目次
Theoretical Basis.- Service Engineering.- Transaction cost theory.- Customer processes.- Empirical Study.- The conceptual model.- Methodology.- Data analysis and interpretation.- Theoretical and practical implications.- Conclusion.
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