Article: How technology is changing the design and delivery of services
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