...Janne Harkonen Purpose The study aims to explore the benefits of service productisation to provide further understanding on the productisation concept as support for business processes and service management. The concept has been deficiently discussed regardless of the potential significance...

... Limited 2016 Perceived quality Service management E-service Quality dimensions Customer quality service Competitiveness and continued expansion of services in the global economy reinforced the importance of service quality in customer satisfaction and business performance (Zeithaml...

... is to address this gap in the literature by offering insights on how change management practices impact on levels of ITIL compliance. Design/methodology/approach This exploratory research reports on four case studies of completed implementations of IT service management using the process – based ITILv2...