Lay, Gunter; Copani, Giacomo; Jäger, Angela; Biege, Sabine - In: Journal of Service Management 21 (2010) 5, pp. 715-726
Purpose – Case study findings increasingly indicate that the implementation of service‐based business concepts is becoming a global business trend. The purpose of this paper is to analyze a broad European survey to understand the extent to which service infusion has already deeply affected...