J. P. Womack and D. T. Jones, Lean Thinking???Banish Waste and Create Wealth in your Corporation, Journal of the Operational Research Society, vol.48, issue.11, 1996.
DOI : 10.1057/palgrave.jors.2600967

P. Atkinson, Creating and implementing lean strategies, Management Services, vol.48, issue.2, pp.18-33, 2004.

J. P. Womack, D. T. Jones, and D. Roos, The Machine That Changed The World, 1990.

Y. Monden, Toyota production system: practical approach to production management, 1983.
DOI : 10.1007/978-1-4615-9714-8

N. Piercy and N. Rich, Lean transformation in the pure service environment: the case of the call service centre, International Journal of Operations & Production Management, vol.29, issue.1, pp.54-76, 2009.
DOI : 10.1108/01443570910925361

P. Thompson, G. Desouza, and B. T. Gale, Strategic management of service quality, pp.20-52, 1985.

V. A. Zeithaml, L. L. Berry, and A. Parasuraman, Communication and Control Processes in the Delivery of Service Quality, Journal of Marketing, vol.52, issue.2, pp.35-48, 1988.
DOI : 10.2307/1251263

J. A. Fitzsimmons and M. J. Fitzsimmons, Service Management for Competitive Advantage, 1994.

C. Lovelock and E. Gummesson, Whither services marketing? In search of a new paradigm and fresh perspectives, Journal of Service Research, vol.71, pp.20-41, 2004.

D. E. Bowen and W. E. Youngdahl, ???Lean??? service: in defense of a production???line approach, International Journal of Service Industry Management, vol.9, issue.3, pp.207-225, 1998.
DOI : 10.1108/09564239810223510

T. Levitt, Production-Line Approach to Service, Harvard Business Review, vol.50, issue.5, pp.20-31, 1972.
DOI : 10.1007/978-3-642-27922-5_20

R. H. Hayes and S. C. Wheelwright, Link manufacturing process and product life cycles, Harvard Business Review, vol.57, issue.1, pp.133-140, 1979.

T. Ohno, Toyota Production System, 1988.
DOI : 10.1007/978-3-642-27922-5_14

P. Hines and N. Rich, The seven value stream mapping tools, International Journal of Operations & Production Management, vol.17, issue.1, pp.46-64, 1997.
DOI : 10.1108/01443579710157989

F. Abdi, S. Shavarini, and S. Hoseini, Glean lean: how to use lean approach in services industries?, Journal of Services Research, special issue, vol.6, pp.191-206, 2006.

M. May, Lean thinking for knowledge work, Quality Progress, vol.38, issue.6, pp.33-40, 2005.

Y. Sugimori, F. Kusunoki, F. Cho, and S. Uchikawa, Toyota production system and Kanban system Materialization of just-in-time and respect-for-human system, International Journal of Production Research, vol.15, issue.6, pp.553-564, 1977.
DOI : 10.1080/00207547708943149

D. E. Bowen and W. E. Youngdahl, ???Lean??? service: in defense of a production???line approach, International Journal of Service Industry Management, vol.9, issue.3, pp.207-225, 1998.
DOI : 10.1108/09564239810223510

M. A. Uday and G. Chon, Applying lean manufacturing principles to information intensive services, International Journal of Services Technology and Management, vol.5, issue.5-6, pp.488-506, 2004.

C. Voss, N. Tsikriktsis, and M. Frohlich, Case research in operations management, International Journal of Operations & Production Management, vol.22, issue.2, pp.195-219, 2002.
DOI : 10.1108/01443570210414329

R. K. Yin, The Case Study Crisis: Some Answers, Administrative Science Quarterly, vol.26, issue.1, pp.58-65, 1981.
DOI : 10.2307/2392599

K. M. Eisenhardt, Building Theories from Case Study Research, The Academy of Management Review, vol.14, issue.4, pp.532-550, 1989.