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Viable service systems and decision making in service management

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References

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1979Where does the customer fit in a service operation?834 cited
2009The service system is the basic abstraction of service science786 cited
2004Service Management

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2014Exploring Multi-Actor Value Creation in IT Service Processes38 cited
2016Contract functions in service exchange governance: evidence from logistics outsourcing36 cited
2018Does a more complex service offering increase uncertainty in operations?34 cited
2014Health care as a worldwide concern. Insights on the Italian and Indian health care systems and PPPs from a VSA perspective34 cited
2018Complexity and viability in service ecosystems33 cited
2020An artificial-intelligence-based method for assessing service quality: insights from the prosthodontics sector32 cited
2014Measuring performance of a service system – from organizations to customer-perceived performance31 cited