What Academic Research Tells Us About Service
A computing-driven revolution is under way in the global economy guided by the principle that every business must become a service business in order to survive.
Roland T. Rust
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E-Service: a New Paradigm For Business in the Electronic Environment
Firms must take full advantage of Net-based e-service opportunities, particularly in the transition of products to services, to garner long-term customer relationships and loyalty.
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