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Keywords: Customer-focused performance
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Journal Articles
Journal:
Business Process Management Journal
Business Process Management Journal (2018) 24 (2): 446–458.
Published: 03 April 2018
...Marcel van Assen Purpose The purpose of this paper is to examine the impact of process orientation at the employee level on operational performance (OP) and customer-focused performance (CP), where the components process thinking by staff, process mapping (PM) and process standardization (PS...
