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Keywords: Operational control
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Journal Articles
A method for matching customer integration with operational control of service processes
Available to Purchase
Journal:
Management Research Review
Management Research Review (2012) 35 (11): 1046–1069.
Published: 28 September 2012
...Michael Leyer; Jürgen Moormann Purpose A major problem of operational control in the services industry is the integration of customers in the delivery process. The aim of this paper is to develop a method that allows service companies to evaluate the impact of customer integration on operational...
