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Kundenzentriertes vs. effizientes Prozessdesign in einer digitalen Welt - Auswirkungen von Prozess-Design-Entscheidungen auf die (Digital) Customer Experience

Leonhard Frank. Kundenzentriertes vs. effizientes Prozessdesign in einer digitalen Welt - Auswirkungen von Prozess-Design-Entscheidungen auf die (Digital) Customer Experience. HMD - Praxis Wirtschaftsinform., 55(1):182-196, 2018. [doi]

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