Customer Processes in Business-to-Business Service Transactions

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Customer Processes in Business-to-Business Service Transactions by Frauendorf, Janine; Kleinaltenkamp, Michael, 9783835006010
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  • ISBN: 9783835006010 | 3835006010
  • Cover: Paperback
  • Copyright: 11/24/2006

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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 operator's 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.
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