Geum, Youngjung; Seol, Hyeonju; Lee, Sungjoo; Park, Yongtae - In: Journal of Service Management 20 (2009) 4, pp. 433-454
Purpose – This study aims to propose a tree‐based analytic tool that may be used in analyzing a large‐scale and complex service process. The tenet of this tool is based on the Boolean logic and named service tree analysis (STA). The proposed STA aims to reflect the customer participation...
