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• W37148753 abstract "Organizations do not exist for their own sake. Organizations deliver something for somebody. In contemporary research about perspectives and methods for business processes management the performance of value-adding activities for customers has been stressed. The question however is whether such approach is enough. Isn’t there a need to a larger extent consider the customer’s situation together with how the customer perceive the value in his/her interaction with the company? In this paper we contrast service quality oriented research with business process oriented research in order to reach a synthesis that acknowledge service quality in business processes." @default.
• W37148753 created "2016-06-24" @default.
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• W37148753 date "2007-01-01" @default.
• W37148753 modified "2023-09-23" @default.
• W37148753 title "Service Quality in Business Processes: Let the customer's voice be heard!" @default.
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