Assessing the Value of Process Improvement by Means of...

Service Science 2015 / 09 Vol. 7; Iss. 3

Assessing the Value of Process Improvement by Means of Service Imperfections and Value-Leaks: The Case of a Large Scale Municipality Contact Center

Dedene, Guido, Warnar, Rick, Mercado, Cecilia, Peters, Edward, Viaene, Stijn
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Volume:
7
Language:
english
Journal:
Service Science
DOI:
10.1287/serv.2015.0106
Date:
September, 2015
File:
PDF, 656 KB
english, 2015
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