Jim Spohrer, IBM and Haluk Demirkan, Arizona State University, Editors
Lean Sigma Methods and Tools for Service Organizations: The Story of a Cruise Line Transformation by Jaideep Motwani, Rob Ptacek, and Richard Fleming
Designing Service Processes to Unlock Value by Joy Field
Business Engineering and Service Design with Applications for Health Care Institutions by Oscar Barros
Achieving Service Excellence: Maximizing Enterprise Performance Through Innovation and Technology by Carl M. Chang
Service and Service Systems: Provider Challenges and Directions in Unsettled Times by Steve Baron, Philip Hunter-Jones, and Gary Warnaby
Service Thinking: The Seven Principles ...