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This study shows how service firms implement business process management through integrating their strategic level "planning" practices and operational level "doing"practices to achieve competitive customer service outcomes.

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This page is a summary of: Dynamic market complexity and service value advantage: an empirical investigation of business process management, Business Process Re-engineering &amp Management Journal, July 2022, Emerald,
DOI: 10.1108/bpmj-01-2022-0045.
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