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Designing Service Processes to Unlock Value by Joy M. Field

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Notes

Chapter 1

1. Anupindi et al. (2012).

2. Sampson and Froehle (2006).

3. Davis et al. (2011).

4. Robinson and Moulin (2011).

5. Halkias (2011).

Chapter 2

1. De et al. (2010).

2. The description of the e-learning platform Blackboard is based on information from the Blackboard Website (accessed June 6, 2012): http://www.blackboard.com/

3. This example is based on information from the SoloHealth Website (accessed September 20, 2011): http://www.solohealth.com

4. Weintraub (2012).

5. Kuburas (2010); Jermyn (2011).

6. This box is based on information from the Connected Technology Solutions Website (accessed September 22, 2011): http://www.connectedts.com and a presentation by Sandra Nix, CTS CEO, at Customer Engagement Technology World in San ...

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