The systemic perspective of service processes: underlying theory, architecture and approach

References

• Abbott , J , Stone , M and Buttle , F . 2001 . Integrating customer data into customer relationship management strategy: an empirical study . Journal of Database Marketing , 8 ( 4 ) : 289 – 300 .
   Google Scholar
• Armistead , C and Machin , S . 1997 . Implications of business process management for operations management . International Journal of Operations and Production Management , 1 ( 17 ) : 886 – 898 .
   Web of Science ®Google Scholar
• Ashby , W . 1965 . Introduction to Cybernetics , London : Chapman & Hall .
   Google Scholar
• Balmer , J and Greyser , S . 2003 . Revealing the corporation , London : Routledge .
   Google Scholar
• Business Guide . 2000 . Customer relationship management, , March ed , London : Caspian Publishing .
   Google Scholar
• Cameron , D . 2003 . BPM Delivers Real-Time Business Coordination . Business Integration Journal , : 42 – 44 . [online]. Available from: http://www.bijonline.com [Accessed 20 December 2006]
   Google Scholar
• Chiu , H and Lin , N . 2004 . A service quality measurement derived from the theory of needs . The Service Industries Journal , 24 ( 1 ) : 187 – 204 .
   Web of Science ®Google Scholar
• Davenport , T and Short , J . 1990 . The new industrial engineering: information technology and business process redesign . Sloan Management Review , 31 ( 4 ) : 11 – 27 .
   Google Scholar
• Davis , R . 2002 . The wizard of Oz in CRML and: CRM's need for business process management . Information Systems Management , 19 ( 4 ) : 43 – 48 .
   Web of Science ®Google Scholar
• Edvardsson , B and Olsson , J . 1996 . Key concepts for new service development . The Service Industries Journal , 16 ( 2 ) : 140 – 164 .
   Web of Science ®Google Scholar
• Elzinga , D . 1995 . Business process management: survey and methodology . IEEE Transactions on Engineering Management , 24 ( 2 ) : 119 – 128 .
   Web of Science ®Google Scholar
• Fließ , S and Kleinaltenkamp , M . 2004 . European research in service marketing . Journal of Business Research , 57 ( 4 ) : 392 – 404 .
   Web of Science ®Google Scholar
• Grover , V , Kettinger , W and Teng , J . 2000 . Business process change in the 21st century . Business and Economic Review , 46 ( 2 ) : 14 – 18 .
   Google Scholar
• Gupta , S and Vajic , M . 1999 . “ The contextual and dialectical nature of experiences. ” . In New service development , Edited by: Fitzsimmons , J and Fitzsimmons , M . 33 – 51 . Thousand Oaks, CA : Sage .
   Google Scholar
• Hammer , M . 1996 . Beyond reengineering , New York : Harpercollins .
   Google Scholar
• ISO 9000:2005 . Quality management systems–fundamentals and vocabulary ISO Standards collection (ISO)
   Google Scholar
• Jackson , M . 1988 . An appreciation of Stafford Beer's ‘Viable System’ viewpoint on managerial practice . Journal of Management Studies , 25 ( 6 ) : 557 – 573 .
   Web of Science ®Google Scholar
• Katz , D and Kahn , R . 1978 . The social psychology of organizations, , 2nd , New York : John Wiley & Sons .
   Google Scholar
• Lee , R and Dale , B . 1998 . Business process management: a review and evaluation . Business Process Management Journal , 4 ( 3 ) : 214 – 225 .
   Google Scholar
• Lemak , D , Henderson , P and Wenger , M . 2004 . A new look at organizational transformation using systems theory: an application to federal contractors . Journal of Business and Management , 9 ( 4 ) : 407 – 423 .
   Google Scholar
• Ling , R and Yen , D . 2001 . Customer relationship management: an analysis framework and implementation strategies . Journal of Computer Information Systems , 41 ( 3 ) : 82 – 98 .
   Web of Science ®Google Scholar
• Maddern , H . 2007 . Customer satisfaction and service quality in UK financial services . International Journal of Operations & Production Management , 27 ( 9 ) : 998 – 1019 .
   Web of Science ®Google Scholar
• McCormack , K and Johnson , B . 2001 . Business process orientation, supply chain management & the e-Corporation . IIE Solutions , 33 ( 10 ) : 33 – 37 .
   Google Scholar
• McHugh , P , Merli , G and Wheeler , W . 1995 . Beyond business process re-engineering , Chichester : Wiley .
   Google Scholar
• Palmer , A and Cole , C . 1995 . Services marketing–principles and practice , New Jersey : Prentice-Hall .
   Google Scholar
• Rheault , D and Sheridan , S . 2002 . Reconstruct your business around customers . Journal of Business Strategy , 23 ( 2 ) : 38 – 43 .
   Google Scholar
• Rice , A . 1958 . Productivity and social organisation , London : Tavistock .
   Google Scholar
• Rummler , G and Brache , A . 1990 . Improving performance–How to manage the white space on the organisation chart , San Francisco : Jossey-Bass .
   Google Scholar
• Schembri , S . 2006 . Rationalizing service logic, or understanding services as experience? . Marketing Theory , 6 ( 3 ) : 381 – 392 .
   Google Scholar
• Senge , P . 1990 . The fifth discipline: The art and practice of the learning organization , New York : Doubleday .
   Google Scholar
• Smart , P , Maull , R and Childe , S . 1999 . A reference model of ‘Operate’ processes for process-based change . International Journal of Computer Integrated Manufacturing , 12 ( 6 ) : 471 – 482 .
   Web of Science ®Google Scholar
• Smith , H . 2005 . What innovation is . CSC White Paper , [online]. Available from: http://www.csc.com/features/2004/93.shtml [Accessed 16 Nov. 2006]
   Google Scholar
• Smith , H and Fingar , P . 2003 . Business process management–the third wave , Tampa : Meghan-Kiffer .
   Google Scholar
• Sommer , R . 2004 . Architecting cross-functional business processes: new views on traditional business process re-engineering . International Journal of Management and Enterprise Development , 1 ( 4 ) : 345 – 358 .
   Google Scholar
• Stacey , R . 2001 . Complex responsive processes in organizations: Learning and knowledge creation , London : Routledge .
   Google Scholar
• Stacey , R , Griffin , D and Shaw , P . 2000 . Complexity and management–fad or radical challenge to systems thinking? , London : Routledge .
   Google Scholar
• Turner , J . 1991 . The structure of sociological theory , Belmont : Wadsworth Publishing .
   Google Scholar
• Vargo , S and Lusch , R . 2004 . Evolving to a new dominant logic for marketing . Journal of Marketing , 68 ( 1 ) : 1 – 17 .
   Web of Science ®Google Scholar
• Von Bertalanffy , L . 1968 . General system theory , New York : George Braziller .
   Google Scholar
• Wiener , N . 1948 . Cybernetics, , 2nd , Cambridge, MA : The MIT Press .
   Google Scholar