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Process design principles in service firms: Universal or context dependent? A literature review and new research directions

Ponsignon, F, Smart, PA and Maull, RS (2012) Process design principles in service firms: Universal or context dependent? A literature review and new research directions TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE, 23 (11-12). pp. 1273-1296.

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Item Type: Article
Authors :
NameEmailORCID
Ponsignon, FUNSPECIFIEDUNSPECIFIED
Smart, PAUNSPECIFIEDUNSPECIFIED
Maull, RSr.maull@surrey.ac.ukUNSPECIFIED
Date : 1 January 2012
Identification Number : https://doi.org/10.1080/14783363.2011.637797
Uncontrolled Keywords : Social Sciences, Management, Business & Economics, MANAGEMENT, business process management, process design principles, best practices, service operations management, contingency approach, universal view, BUSINESS PROCESS REDESIGN, TOTAL QUALITY MANAGEMENT, FINANCIAL SERVICES, MANUFACTURING STRATEGY, INFORMATION-TECHNOLOGY, OPERATIONS MANAGEMENT, PROCESS IMPROVEMENT, CUSTOMER SATISFACTION, COMPETITIVE ADVANTAGE, FRONT-OFFICE
Related URLs :
Depositing User : Symplectic Elements
Date Deposited : 16 May 2017 15:29
Last Modified : 17 May 2017 14:35
URI: http://epubs.surrey.ac.uk/id/eprint/820062

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