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Service Mining by Wei-Lun Chang

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Notes

Chapter 1

1. Rust and Miu (2006).

2. Bolton (2003).

3. Hoffman (2003).

4. Maglio and Spohrer (2008).

5. Song (2003).

6. Savoy and Dolamic (2009).

7. Bitner, Ostrom, and Morgan (2008).

8. Tung and Yuan (2010); Chang, Yuan, and Li (2009).

9. Song, Song, and Benedtto (2009); Rust and Chung (2006); Roels, Karmarkar, and Carr (2010).

10. Jong and Ruyter (2004); Schmenner (2004); Ghose, Mukhopadhyay, and Rajan (2007); Chellappa and Kumar (2005); Chang, Yuan, and Li (2010); Galup, Dattero, Quan, and Conger (2009).

11. Song (2003); Heim, Wentworth, and Peng (2009).

Chapter 2

1. Liu, Sudharshan, and Hamer (2000).

2. Tung and Yuan (2008).

3. Berger and Nada (1998).

4. Scupola (2008).

5. Dwyer (1989); Mulhern (1999).

6. Parasuraman, Zeithaml, and ...

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