Biblio

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2002
Goldstein, Susan Meyer, Robert Johnston, JoAnn Duffy, and Jay Rao. "The Service Concept: The Missing Link in Service Design Research?" Journal of Operations Management 20, no. 2 (2002): 121-134.
2001
Johnston, Robert, and Graham Clark. Service Operations Management. Harlow, United Kingdom: Prentice-Hall, 2001.