这里列出了本课程的英文类阅读材料,其中,部分材料提供全文链接,并可下载。
- IBM. Hiding in plain sight: Service innovation, a new priority for chief executives. àView
- Andy Neely. The servitization of manufacturing: An anlsysis of global trends. àView
- Leonard L.Berry, Neeli Bendapudi. Clueing In Customers.
- Richard B.Chase, Sriram Dasu. Want to perfect your company’s service? use behavioral science.
- Mary Jo Bitner, Stephen W.Brown. The service imperative.
- Mary Jo Bitner, Amy L.Ostrom, Matthew L.Meuter. Implementing successful self-service technologies.
- Mary Jo Bitner, Amy L.Ostrom, Felicia N.Morgan. Service Blueprinting: A Practical Technique for Service Innovation.
- F.Ian Stuart. Designing and executing memorable service experiences: Lights, camera, experiment, integrate, action!
- Uday Karmarkar. Will you survive the services revolution?