Janine Frauendorf analyzes how customer processes can be used to optimize the overall service process. Her focus is on the service blueprint: Originally a tool for the design and optimization of the service operatoras internal process, it is now extended taking into account the customer process aspect. She presents significant implications for services research and helpful suggestions for business practice.Time of order processing: In the context of the customer survey, this was the only question that referred to the clienta#39;s assessment of the service providera#39;s time of reaction when processing customer orders. Therefore, it was to evaluate theanbsp;...
|Title||:||Customer Processes in Business-to-Business Service Transactions|
|Publisher||:||Springer Science & Business Media - 2007-12-08|