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|Title:||Empirical assessment of an integrative service design framework|
|Citation:||Zhou, Q., Tan, K.C. (2009). Empirical assessment of an integrative service design framework. IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management : 1297-1301. ScholarBank@NUS Repository. https://doi.org/10.1109/IEEM.2009.5373017|
|Abstract:||Building on previous service design theories, the authors propose an integrative framework for service design. Through an extensive literature review and qualitative fieldwork in eight Asian service organizations, the authors specify nine constructs with 62 measurement items. These are validated and refined using data from 28 survey respondents. The authors further explore the relationship among the constructs and discuss the theoretical and managerial implications. ©2009 IEEE.|
|Source Title:||IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management|
|Appears in Collections:||Staff Publications|
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