Plugge, Albert; Nikou, Shahrokh; Bouwman, Harry - In: Business Process Management Journal 27 (2020) 8, pp. 1-24
Purpose: Due to the convergence of rapid business developments and digitization challenges, service orientation is back on the research agenda as a concept to improve firms’ business services. Yet, little is known about the type of determinants that are relevant and to what degree they affect...