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Nachhaltige Produkt- und Dienstleistungsstrategien in der Informationsgesellschaft
Teitscheid, Petra, (2002)
Service level agreements : winning a competitive edge for support & supply services
Hiles, Andrew, (2000)
Optimale Preisgestaltung von internetbasierten Diensten
Schlereth, Christian, (2010)
The complete guide to IT service level agreements : matching service quality to business needs
Hiles, Andrew, (1991)
Service level agreements : measuring cost and quality in service relationships
Hiles, Andrew, (1993)