Researchr is a web site for finding, collecting, sharing, and reviewing scientific publications, for researchers by researchers.
Sign up for an account to create a profile with publication list, tag and review your related work, and share bibliographies with your co-authors.
Michael Zapf. From the customer to the firm: evaluating generic service process designs for incoming customer requests. Computers in Industry, 55(1):53-71, 2004. [doi]
Abstract is missing.