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 ...
Get Service Mining now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
