Case Studies in Service Innovation, June 2010, Macaulay, L., I. Mile s, J. Wilby, Y.L. Tan, B. Theodoulidis, L. Zhao,
published by Centre for Service Research, Manchester Business School,
ISBN 987-0-9565994-1
Source: http://http://www.ssmenetuk.org/docs/serviceinnovation_casebook_pre_conference.pdf
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