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Designing Service Processes to Unlock Value by Joy M. Field

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References

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Antorini, Y. M., Muniz, A. M. Jr., & Askildsen, T. (2012). Collaborating with customer communities: Lessons from the Lego Group. MIT Sloan Management Review 53(3), 73–79.

Atahan, P., & Sarkar, S. (2011). Accelerated learning of user profiles. Management Science 57(2), 215–239.

Barrett, A. (2007, October/November). When, why, ...

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