@article{capkun:hal-00715580, TITLE = {{Service Specialization and Operational Performance in Hospitals}}, AUTHOR = {Capkun, Vedran and Messner, Martin and Rissbacher, Clemens}, URL = {https://hec.hal.science/hal-00715580}, JOURNAL = {{International Journal of Operations and Production Management}}, PUBLISHER = {{Emerald}}, VOLUME = {32}, NUMBER = {4}, PAGES = {468-495}, YEAR = {2012}, DOI = {10.1108/01443571211223103}, KEYWORDS = {Austria ; Customer service management ; Hospitals ; Operational performance ; Operations management ; Service specialization}, HAL_ID = {hal-00715580}, HAL_VERSION = {v1}, }