In service transactions, customers inevitably form part of the production process even though they generally do not ask for being involved in it. The notion of customers as co-producers and contributors in a service process has long been acknowledged. Yet, little is actually known about the customer process itself.


Transaction Cost Service Process Service Blueprint Reduce Transaction Cost Transaction Cost Theory 
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© Deutscher Universitäts-Verlag | GWV Fachverlage GmbH, Wiesbaden 2006

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