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Further reading
The following publications have influenced the thinking of authors and shaped the contents of this publication. They are indicative of the breadth and depth and diversity of knowledge available to interested readers. Some of these are seminal works in their respective fields, notable for their enduring influence several decades after publication. Others are contemporary works addressing new challenges and opportunities facing organizations.
Burner, Mike 2004. Service Orientation and Its Role in Your Connected Systems Strategy. Microsoft Corporation. July 2004. MSDN. URL: http://msdn2.microsoft.com/en-us/library/ms954826.aspx
Carr, Nicholas 2005. The End of Corporate Computing. MIT Sloan Management Review . Spring 2005, Vol. 46, No. 3, 67–73.
Cherbakov et al. 2005. Impact of service orientation at the business level. IBM Systems Journal , Vol. 44, No. 4.
Forrester, Jay W. 1961. Industrial Dynamics. MIT Press.
Forrester, Jay W. 1971. Principles of Systems. Wright-Allen Press.
Grant, Robert M. 1991. The Resource-Based Theory of Competitive Advantage: Implications for Strategy Formulation. California Management Review , Vol. 33, No. 3.
Grönroos, Christian 2001. Service management and Marketing: A Customer Relationship Management Approach. John Wiley and Sons.
Hill, Peter 1977. On Goods and Services. The Review of Income and Wealth , 23: 315–338.
Iravani, S.M. et al. 2005. Structural Flexibility: A New Perspective on the Design of Manufacturing and Service Operations. Management Science , Vol. 51, No. 2, February 2005, 151–166.
ITSqc, 2004. ITSqc Global Strategic Service Management Symposium. [ITSqc Working Paper CMU-ITSQC-WP-04-001a]. Carnegie Mellon University, Pittsburgh, PA, USA.
Jones, Gareth R. 2007. Organizational Theory, Design and Change. Pearson Prentiss Hall.
Judd, R.C. 1964. The Case for Redefining Services. Journal of Marketing , Vol. 28, 58–59.
Luftman, Jerry and Brier, Tom 1999. Achieving and Sustaining Business–IT Alignment. California Management Review . Vol. 42, No. 1. Fall 1999.
Rathmell, J.M. 1966. What Is Meant by Services? Journal of Marketing , Vol. 30, 1966, 32–36.
Senge, Peter 1990. The Fifth Discipline. Currency Doubleday.
Glossary
Acronyms list
ACD
Automatic Call Distribution
AM
Availability Management
AMIS
Availability Management Information System
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