Surrey researchers Sign in
Back
Process design principles in service firms: Universal or context dependent? A literature review and new research directions
Journal article   Peer reviewed

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

F Ponsignon, PA Smart and RS Maull
TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE, Vol.23(11-12), pp.1273-1296
01/01/2012
DOI: https://doi.org/10.1080/14783363.2011.637797

Abstract

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
url
http://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcApp=PARTNER_APP&SrcAuth=LinksAMR&KeyUT=WOS:000315146200005&DestLinkType=FullRecord&DestApp=ALL_WOS&UsrCustomerID=11d2a86992e85fb529977dad66a846d5View
Author

Metrics

20 Record Views
16 Times Cited - Web of Science

Details

Usage Policy

Usage details for all content viewed and downloaded in this site are shared with IRUS-UK (Institutional Repository Usage Statistics UK). Cookies are used to remember your decision. Click Accept to accept usage details sharing and the cookies.

Learn more