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Customer Processes in Business-To-Business Service Transactions

Customer Processes in Business-To-Business Service Transactions

Paperback

Series: Business-To-Business-Marketing

Marketing

ISBN10: 3835006010
ISBN13: 9783835006010
Publisher: Deutscher Universitatsverlag
Published: Nov 24 2006
Pages: 303
Weight: 0.93
Height: 0.72 Width: 5.83 Depth: 8.27
Language: English
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 operator's 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.

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