PaperThe human side of service engineeringLouis E. Freund, James C. SpohrerHuman Factors and Ergonomics In Manufacturing
PaperImproving service quality and productivity: Exploring the digital connections scaling modelCheng Hsu, James C. SpohrerIJSTM
Conference paperBridging service computing and service management: How MIS contributes to service orientation?J. Leon Zhao, Hemant K. Jain, et al.AIS-ICIS 2007