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- W2074689265 abstract "Service delivery systems create and deliver a service to customers by performing many front and backroom activities. In many cases, the process is the service. Three types of process activities are frontroom, backroom, and instantaneous process moments of trust. These terms are defined, quantified, and used to develop strategic premises about service process positioning strategies. Examples are used to demonstrate a new way of thinking about designing and managing the service delivery process and formulating service firm strategy." @default.
- W2074689265 created "2016-06-24" @default.
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- W2074689265 date "1989-04-01" @default.
- W2074689265 modified "2023-09-27" @default.
- W2074689265 title "Process Moments of Trust: Analysis and Strategy" @default.
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- W2074689265 doi "https://doi.org/10.1080/02642068900000025" @default.
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