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De vier dingen die elk dienstverlenend bedrijf op orde moet hebben
De vier dingen die elk dienstverlenend bedrijf op orde moet hebben
Uitgebreid onderzoek naar de beste dienstverlenende bedrijven in de
wereld heeft aan het licht gebracht op welke principes
dienstverleners zijn gebouwd.
Frances X. Frei
Breaking the Trade-Off Between Efficiency and Service
Breaking the Trade-Off Between Efficiency and Service
by Frances X. Frei
november 2006
ALLES ONDER CONTROLE?
EEN KRITISCHE BLIK OP DE DOOR DE DATARETENTIERICHTLIJN IN HET LEVEN GEROEPEN
DRIEHOEKSVERHOUDING TUSSEN DE WET BEWAARPLICHT TELECOMMUNICATIEGEGEVENS, DE
STRAFVORDERLIJKE TOEGANGSBEVOEGDHEDEN VAN OPSPORINGSDIENSTEN EN HET RECHT OP
PRIVACY VAN DE NEDERLANDSE BURGER
A.M. ARNBAK, JULI 2009.
A Three-Dimensional Scale of Intangibility
A Three-Dimensional Scale of Intangibility
Journal of Service Research
Michel Laroche
Jasmin Bergeron
Christine Goutaland
Concordia University
The Architecture of Service Systems as the Framework for the Definition of Service Science Scope
The Architecture of Service Systems as the Framework for the Definition of Service Science Scope
Andrew Targowski, Western Michigan University, USA
The Architecture of Service Systems as the Framework for the Definition of Service Science Scope
The Architecture of Service Systems as the Framework for the Definition of Service Science Scope
Andrew Targowski, Western Michigan University, USA
A Services Theory Approach to Online Service Applications
A Services Theory Approach to Online Service Applications
Claudio Pinhanez
IBM Research, T.J. Watson
pinhanez@us.ibm.com
Service Systems as Customer-Intensive Systems and its Implications for Service Science and Engineering
Service Systems as Customer-Intensive Systems and its Implications for Service Science and Engineering
C. Pinhanez
In: Proc. of HICSS'08. January 10-14. 2007
“Humans Inside” as the Key Characteristic of Service Systems
To appear in: Proc. of QUIS’11. Wolfsburg, Germany. June 2009
C. Pinhanez
Services as Customer-Intensive Systems
C. Pinhanez
Design Issues, vol. 25 (2). 2009
From Small Ideas to Radical Service Innovation
From Small Ideas to Radical Service Innovation
Mark Jones, Lead for Service Design and Innovation,
IDEO
Fran Samalionis, Head of Service Design and Innovation,
IDEO
Design Management Review
Service Design: An Appraisal
Service Design: An Appraisal
Roberto M. Saco, Owner and Principal, Aporia Advisors
Alexis P. Goncalves, Independent Consultant, Business
Innovation
Reprint
Design Management Review Winter 2008
Service Design: practical access to an envolving field
Service Design: practical access to an envolving field
Stefan Moritz
Project-M: Design Challenges in Multichannel Services
Project-M: Design Challenges in Multichannel Services
By John Ward
Managing the Migration of Work for Profit
Managing the Migration of Work for Profit
BPM process Patterns
Jim Sinur
The Profitabable art of Service Recovery
The Profitabable art of Service Recovery
Publication Date: Jul 1, 1990
Author(s): Christopher W.L. Hart, James L. Heskett, W. Earl Sasser Jr.
Service companies often cannot prevent mistakes, but they can learn to recover from them and thereby retain an unhappy customer. Recovery begins by identifying the problem, then acting quickly to correct it. Most important, service companies should give front-line employees the authority and responsibility to do what is necessary to correct a service mistake, even if it means deviating from the rules.
An Analysis of the Socio-Technical Gap in Social Networking Sites
An Analysis of the Socio-Technical Gap in Social Networking Sites
Tanguy Coenen
Vrije Universiteit Brussel, Belgium
Wouter Van den Bosch
Katholieke Hogeschool Mechelen, Belgium
Veerle Van der Sluys
Independent Scholar, Belgium
New Science of Sales Force Productivity
New Science of Sales Force Productivity
Dianne Ledingham, Mark Kovac, Heidi Locke Simon
Using Essential Use Cases for Multiplatform Service Design
Using Essential Use Cases for Multiplatform Service Design
Lia Patrício
Faculdade de Engenharia da Universidade do Porto | Portugal | lpatric@fe.up.pt
J. Falcão e Cunha
Faculdade de Engenharia da Universidade do Porto | jfcunha@fe.up.pt
Raymond P. Fisk
College of Business Administration of the University of New Orleans | rfisk@uno.edu
Nuno J. Nunes
Universidade da Madeira | njn@uma.pt
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