The Emerald Research Register for this journal is available at http://www.emeraldinsight.com/researchregister The current issue and full text archive of this journal is available at http://www.emeraldinsight.com/0144-3577.htm Service process design flexibility and customer waiting time Chwen Sheu and Roger McHaney Department of Management, College of Business Administration, Kansas State University, Manhattan, Kansas, USA, and Process design flexibility 901 Sunil Babbar Department…
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