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Blueprinting the service company: Managing service processes efficiently


  • Flie[ss], Sabine
  • Kleinaltenkamp, Michael


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  • Flie[ss], Sabine & Kleinaltenkamp, Michael, 2004. "Blueprinting the service company: Managing service processes efficiently," Journal of Business Research, Elsevier, vol. 57(4), pages 392-404, April.
  • Handle: RePEc:eee:jbrese:v:57:y:2004:i:4:p:392-404

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    References listed on IDEAS

    1. Alchian, Armen A & Demsetz, Harold, 1972. "Production , Information Costs, and Economic Organization," American Economic Review, American Economic Association, vol. 62(5), pages 777-795, December.
    2. Kelley, Scott W. & Skinner, Steven J. & Donnelly, James Jr., 1992. "Organizational socialization of service customers," Journal of Business Research, Elsevier, vol. 25(3), pages 197-214, November.
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    Cited by:

    1. repec:tkp:ijsrsy:v:2:y:2012:i:2:p:109-130 is not listed on IDEAS
    2. Ingmar Geiger & Manuel Kluckert & Michael Kleinaltenkamp, 2017. "Customer acceptance of tradable service contracts," Journal of Business Economics, Springer, vol. 87(2), pages 155-183, February.
    3. Dobmeier, Mirjam, 2016. "Understanding and managing service productivity: A literature review," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 9(1), pages 518-540.
    4. Nikolaus Kangas & Hanna Kropsu-Vehkapera & Harri Haapasalo & Tuomo Kinnunen, 2013. "Empirical Aspects on Defining Product Data for Rapid Productisation," International Journal of Synergy and Research, ToKnowPress, vol. 2(2), pages 109-130.
    5. Pankaj U. Zine & Makarand S. Kulkarni & Arun K. Ray & Rakesh Chawla, 2016. "Designing flexible service systems: application to machine tools," Journal of Intelligent Manufacturing, Springer, vol. 27(6), pages 1237-1259, December.
    6. repec:eee:jouret:v:87:y:2011:i:4:p:462-478 is not listed on IDEAS
    7. Franceys, Richard W.A. & Gerlach, Esther, 2011. "Consumer involvement in water services regulation," Utilities Policy, Elsevier, vol. 19(2), pages 61-70, June.
    8. repec:eee:touman:v:61:y:2017:i:c:p:354-367 is not listed on IDEAS
    9. Collier, Joel E. & Barnes, Donald C., 2015. "Self-service delight: Exploring the hedonic aspects of self-service," Journal of Business Research, Elsevier, vol. 68(5), pages 986-993.
    10. repec:eee:aumajo:v:22:y:2014:i:3:p:168-178 is not listed on IDEAS
    11. Turunen, Taija & Finne, Max, 2014. "The organisational environment’s impact on the servitization of manufacturers," European Management Journal, Elsevier, vol. 32(4), pages 603-615.
    12. Hallikas, Jukka & Immonen, Mika & Pynnönen, Mikko & Mikkonen, Karri, 2014. "Service purchasing and value creation: Towards systemic purchases," International Journal of Production Economics, Elsevier, vol. 147(PA), pages 53-61.
    13. repec:gam:jsusta:v:10:y:2018:i:3:p:746-:d:135346 is not listed on IDEAS
    14. Sauter, Raphael & Watson, Jim, 2007. "Strategies for the deployment of micro-generation: Implications for social acceptance," Energy Policy, Elsevier, vol. 35(5), pages 2770-2779, May.
    15. Faïz Gallouj & Marja Toivonen, 2011. "Elaborating the characteristics-based approach to service innovation: making the service process visible," Journal of Innovation Economics, De Boeck Université, vol. 0(2), pages 33-58.
    16. Soe-Tsyr Daphne Yuan & Shiou-Tian Hsu, 0. "Enhancing service system design: An entity interaction pattern approach," Information Systems Frontiers, Springer, vol. 0, pages 1-27.
    17. repec:eee:jbrese:v:79:y:2017:i:c:p:269-280 is not listed on IDEAS
    18. Philipp Bitzer & Matthias Söllner & Jan Marco Leimeister, 2016. "Design Principles for High-Performance Blended Learning Services Delivery," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 58(2), pages 135-149, April.
    19. repec:eee:jbrese:v:85:y:2018:i:c:p:459-466 is not listed on IDEAS
    20. repec:spr:infosf:v:19:y:2017:i:3:d:10.1007_s10796-015-9604-z is not listed on IDEAS
    21. Zaheer, Arshad & Rehman, Kashif ur & Saif, M. Iqbal, 2008. "Development and testing of a business process efficiency scale," MPRA Paper 54467, University Library of Munich, Germany.

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