Designing Service Processes to Unlock Value
By Joy M. Field
Selected Resources
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Bitner, M. J., Ostrom, A. L., & Meuter, M. L. (2002). Implementing successful self-service
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Campbell, C. S., Maglio, P. P., & Davis, M. M. (2011). From self-service to superservice: A
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Chopra, S., & Lariviere, M. A. (2005). Managing service inventory to improve performance.
MIT Sloan Management Review 47(1), 56–63.
Cima, R. R., Kollengode, A., Clark, J., Pool, S., Weisbrod, C., Amstutz, G. J., & Deschamps, C.
(2011). Using a data-matrix–coded sponge counting system across a surgical practice: Impact
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Economist 394(8671), special section, pp. 9–11.
Glomark-Governan (2006). Quantifying outsourcing intangible benefits (3rd ed.). (A GlomarkGovernan White Paper). Retrieved December 29, 2011, from Glomark-Governan Website:
http://www.glomarkgovernan.com/images/Glomark_White_Paper_Outsourcing_Intangible_Benefi ts_Edition_3.pdf
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, Jr., W. E., & Schlesinger, L. A. (2008).
Putting the service-profit chain to work. Harvard Business Review 86(7/8), 118–129.
Kaplan, R. S., & Norton, D. P. (2008). Using the balanced scorecard as a strategic management
system. Harvard Business Review 85(7/8), 150–161.
Lock, M. (2012, January). Data management for BI: Big Data, bigger insight, superior
performance. Boston, MA: Aberdeen Group.
Malone, T. W., Laubacher, R. J., & Johns, T. (2011). The age of hyperspecialization. Harvard
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Oliveira, P., & von Hippel, E. (2011). Users as service innovators: The case of banking services.
Research Policy 40(6), 806–818.
Sampson, S. E., & Froehle, C. M. (2006). Foundations and implications of a proposed unified
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TOA Technologies (2011, November). 2011 Cost of waiting survey: United States results.
Retrieved November 17, 2011, from TOA Technologies Website:
http://toatech.com/costofwaiting/documents/TOA-Cost-of-Waiting-US_2011.pdf
Weintraub, K. (2012, January 30). Putting care in patients’ hands. Retrieved January 30, 2012
from the Boston Globe.
Claire O'Leary
Senior Reference Librarian/Bibliographer for
Business & Management, O'Neill Library
Claire.oleary@bc.edu