http://www.springerlink.com/content/2373262133674710/fulltext.html
How technology is changing the design and delivery of services
Mark M. Davis1 
, James C. Spohrer2 and Paul P. Maglio2
| (1) | Bentley University, Waltham, MA, USA |
| (2) | IBM Research-Almaden, San Jose, CA, USA |