The systemic perspective of service processes: Underlying theory, architecture and approach

Production Planning and Control

Volumn 19, Issue 5, 2008, Pages 535-544

  Batista, Luciano ^a   Smart, Andi ^b   Maull, Roger ^b  

^a OPEN UNIVERSITY BUSINESS SCHOOL   (United Kingdom)

^b UNIVERSITY OF EXETER BUSINESS SCHOOL   (United Kingdom)

Author keywords

CRM BPM integration; Service processes; System theory

Indexed keywords

COMPETITION; CUSTOMER SATISFACTION; E-LEARNING; ENTERPRISE RESOURCE MANAGEMENT; FLOW INTERACTIONS; INDUSTRY; MANAGEMENT SCIENCE; PUBLIC RELATIONS; SALES;

(E ,2E) THEORY; (E ,3E) PROCESS; BUSINESS PROCESS MANAGEMENT (BPM); CROSS-FUNCTIONAL; CUSTOMER RELATION SHIP MANAGEMENT (CRM); EVOLUTION (CO); HIGH QUALITY (HQ); IN ORDER; INTEGRATED APPROACH; KEY ELEMENTS; SERVICE INDUSTRIES; SERVICE PROCESSES; SERVICE-ORIENTED;

QUALITY OF SERVICE;

EID: 45849125398     PISSN: 09537287     EISSN: 13665871     Source Type: Journal    
DOI: 10.1080/09537280802200106     Document Type: Article

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