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Designing Service Systems by Bridging the 'Front Stage' and 'Back Stage'
Robert J. Glushko and Lindsay Tabas, "Designing Service Systems by Bridging the 'Front Stage' and 'Back Stage'". Information Systems and E-Business Management, Vol 7, No 4, pp 407-427, September 2009.
Abstract:
Service management and design has largely focused on the interactions between employees and customers. This perspective holds that the quality of the
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