Coupling Front and Back Office Activities can Improve Performance Measurement, Service Quality and Provider Efficiency Case: Home Care

P.Johan Groop

    Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

    Original languageEnglish
    Title of host publicationQUIS 12, The 12th International Research Symposium on Service Excellence in Management, Ithaca (New York), June 2-5, 2011
    EditorsBo van der Rhee, Liana Victorino
    Place of PublicationIthaca, New York
    PublisherCornell University, School of Hotel Administration, Center for Hospitality Research
    Pages474-483
    Publication statusPublished - 2011
    MoE publication typeA4 Article in a conference publication

    Keywords

    • front and back office configuration, performance measurement, quality, efficiency, technology, home care

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