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Service process design and management

Published on Jan 1, 2003
Paul Gemmel17
Estimated H-index: 17
Abstract
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  • Citations (3)
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#1Sabine Biege (Fraunhofer Society)H-Index: 9
#2Gunter Lay (Fraunhofer Society)H-Index: 9
Last. Daniela Buschak (Fraunhofer Society)H-Index: 2
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Purpose – The purpose of this paper is to propose a process‐modelling method that is based on methods from both operations management (OM) and service operations management (SOM), which complies with the special requirements of servitised manufacturers.Design/methodology/approach – After a comprehensive literature review of organisational change in servitised manufacturers, the requirements for modelling industrial services are established. In addition, existing business process‐modelling method...
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The overall aim of this thesis is to contribute to deepening and extending our understanding and knowledge of emotions in service encounters by studying it from the two most central human actors in ...