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Service-logic innovations: how to innovate customers, not products
Michel, Stefan
;
Brown, Stephen Walter
;
Gallan, Andrew S.
- In:
California management review
50
(
2007/08
)
3
,
pp. 49-65
Persistent link: https://www.econbiz.de/10003733779
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Service blueprinting: a practical technique for service innovation
Bitner, Mary Jo
;
Ostrom, Amy L.
;
Morgan, Felicia N.
- In:
California management review
50
(
2007/08
)
3
,
pp. 66-94
Persistent link: https://www.econbiz.de/10003733784
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