Services, Processes and Routines: Literature review and implications

机译：服务，流程和惯例：文献审查和含义

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Service management involves building new services by combining and recombining processes and routines. In this paper, we examine the ontological and epistemological perspectives that inform our understanding of the chunks of functionality that are being recombined. Based on a review of 367 influential articles, we identify two very different sets of assumptions about the nature of processes and routines. We discuss the implications of these divergent assumptions for service management.

机译：服务管理涉及通过组合和重组流程和程序来构建新服务。在本文中，我们检查了本体论和认识论的观点，以了解我们对正在重组的功能的块的理解。基于对367个有影响力的文章的审查，我们确定了关于过程和常规性质的两个截然不同的假设。我们讨论了这些不同假设为服务管理的影响。

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《International Conference on Information Resources Management》|2013年||共12页
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作者
Brian T. Pentland; Elaine Yakura; Harminder Singh;
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中图分类 G20-53;
关键词
Services; Routines; Processes; Process Management; Service Management;

机译：服务;惯例;流程;过程管理;服务管理;

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Services, Processes and Routines: Literature review and implications

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