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Performance Journey Mapping: A Tool-supported Framework for Service Performance Assessment in SMEs

Elisabeth Pergler, Angelika Höber, Doris Weitlaner, Hans-Peter Grahsl, Christoph Ehrenhöfer. Performance Journey Mapping: A Tool-supported Framework for Service Performance Assessment in SMEs. In Vjeran Strahonja, Neven Vrcek, Dijana Plantak Vukovac, Chris Barry, Michael Lang, Henry Linger, Christoph Schneider, editors, Information Systems Development: Transforming Organisations and Society through Information Systems - Proceedings of the 23rd International Conference on Information Systems Development, ISD 2014, Varaždin, Croatia, September 2-4, 2014. Association for Information Systems, 2014. [doi]

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