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P. J. A. Nagel and W. W. Cilliers, “Customer satisfaction: A comprehensive approach,” International Journal of Physical Distribution & Logistics Management, 20(6), pp. 2-46, 1990.

has been cited by the following article:

• TITLE: Analysis of Service Processes Characteristics across a Range of Enterprises

  AUTHORS: John Maleyeff

  KEYWORDS: service science, internal services, service marketing

  JOURNAL NAME: Journal of Service Science and Management, Vol.2 No.1, March 21, 2009

  ABSTRACT: The structure of services processes was explored using a database of 168 service processes that existed within a wide range of enterprises. The results indicate that applications within service science are not limited to the service industry and that service processes have many similar characteristics. The similarities exist across industry sectors (i.e., manu-facturing, service), customer types (i.e., internal, external) and enterprise size (large, SME). A few differences exist and their importance is discussed. It is suggested that an important field within the multidisciplinary umbrella of service science is organizational behavior.