//-->
Modelling business process with services : towards agile enterprises
Baghdadi, Youcef, (2014)
Dienstleistungs-Controlling : Grundlagen und Anwendungen
Fischer, Regina, (2000)
The sequential incident technique for innovations (SITI) : a tool for generating improvements and ideas in service processes
Decker, Alexander, (1999)
A history of research in service operations: What's the big idea?
Chase, Richard B., (2007)
High tech versus high touch : the role of human intermediation in information-intensive services
Apte, Uday M., (2014)
The customer contact approach to services : theoretical bases and practical extensions
Chase, Richard B., (2003)