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Service Operations Management: Improving Service Delivery
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  • 2018Why do business processes deviate? Results from a Delphi study32 cited
  • 2007Design of service systems using a knowledge‐based approach26 cited
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  • 2012Modelling information requirements in complex engineering services26 cited
  • 2014The Impact of Datafication on Service Systems25 cited
  • 2015Measuring the Deliverable and Impressible Dimensions of Service Experience25 cited
  • 2023Design of services or designing for service? The application of design methodology in public service settings

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24 cited
  • 2015Customer Relationship Management Based on Employees and Corporate Culture24 cited
  • 2012Process design principles in service firms: Universal or context dependent? A literature review and new research directions23 cited