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 operatoras 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.2.5.5 The service blueprint as a tool of (re-)design and planning The service blueprint is highly suitable for the design and ... Such process pathologies can be found by dint of the service blueprint; they can then be acureda by eliminating oranbsp;...
|Title||:||Customer Processes in Business-to-Business Service Transactions|
|Publisher||:||Springer Science & Business Media - 2007-12-08|