IEEE - Institute of Electrical and Electronics Engineers, Inc. - Front and back-stage approach in service process re-engineering: a catering service case

2009 6th International Conference on Service Systems and Service Management (ICSSSM)

Author(s): Jue Chen ; Daijian Tang ; Yunhong Hao
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 June 2009
Conference Location: Xiamen, China, China
Conference Date: 8 June 2009
Page(s): 300 - 304
ISBN (CD): 978-1-4244-3662-0
ISBN (Paper): 978-1-4244-3661-3
DOI: 10.1109/ICSSSM.2009.5174897
Regular:

The paper applied the front and back-stage approach into service BPR through a detailed case study in catering service. It justified the effectiveness of decoupling front and back-stage for... View More

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