Reading List | ISSD Fall 2009

Reading List

L5R7. Melody Badgett, Maureen Boyce, & Herb Kleinberger, "Turning Shoppers into Advocates: The Customer Focused Retail Enterprise", IBM Global Business Services, 2006
L7R1. Frances Frei, "Breaking the Trade-Off Between Efficiency and Service", Harvard Business Review, November 2006
L7R2. Mark Ominsky, Kenneth Stern, & James Rudd, "User-Centered Design at IBM Consulting", International Journal of Human-Computer Interaction, 2002
L8R1. Carl Kessler & John Sweitzer, Chapter 2, "Outside-in Software Development", IBM Press, 2008
L9R1. Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree, & Mary Jo Bitner, “Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters” Journal of Marketing, July 2000
L9R2. Kolesar et al, "Creating Customer Value Through Industrialized Intimacy", Strategy and Business, 1998
L9R3. Robert J. Glushko & Linsay Tabas, "Designing Service Systems by Bridging the Front Stage and Back Stage", Information Systems and E-Business Management, 2009
L10R1. Brigitte DiFerdinando, Eric Lesser, & Tomer Amit, "Taking Information into Your Own Hands", IBM Business Consulting Services, 2004
L10R2. Bickers, "Intelligent Design", Self-service How-to Guide
L10R3. Scott Cook, "The Contribution Revolution: Letting Volunteers Build Your Business", Harvard Business Review, October 2008
L11R1. L. Cherbakov et al, "Impact of Service Orientation at the Business Level", IBM Systems Journal, 2005
L11R2. Robert J. Glushko & Tim McGrath, Chapter 1, "Document Engineering", MIT Press, 2005
L11R3. Sean McGrath & Murray, "Principles of Service Oriented Integration", 2003
L11R4. L. Cherbakov et al, "Changing the Corporate IT Development Model: Tapping the Power of Grassroots Computing", IBM Systems Journal, 2007
L12R1. Gediminas Adamavicius & Alexander Tuzhilin, "Personalization Techologies: A Process-Oriented Perspective", Communications of the ACM, October 2005
L12R2. Anna Goy et al, "Personalization in E-Commerce Applications", Lecture Notes in Computer Science, 2007
L13R1. A. Parasuraman, Valarie A. Zeithaml & Leonard L. Berry, "A Conceptual Model of Service Quality and Its Implications for Future Research", Journal of Marketing, Autumn 1985
L13R2. Claudio Pinhanez, "A Service Science Perspective for Interfaces", ACM Symposium on Human Factors in Computing Systems, 2008
L13R3. Joseph S. Valacich, D. Veena Parboteeah & John D. Wells, "The Online Consumer's Hierarchy of Needs", Communications of the ACM, September 2007
L13R4. Carl Kessler & John Sweitzer, Chapter 4, "Outside-in Software Development", IBM Press, 2008