Reading List | ISSD Fall 2009

Reading List

L1R1. Richard B. Chase & Uday M. Apte, "History of Research in Service Operations", Journal of Operations Management, March 2007
L1R2. Carl Kessler & John Sweitzer, Chapter 1, "Outside-in Software Development", IBM Press, 2008
L1R3. Christopher Meyer & Andre Schwager, "Understanding Customer Experience", Harvard Business Review, February 2007
L2R2. Uday M. Apte & Richard O. Mason, "Global Disaggregation of Information-Intensive Services", Management Science, July 1995
L1R4. Robert J. Glushko & Tim McGrath, Chapter 1, "Document Engineering", MIT Press, 2005
L2R1. Robert J. Glushko, "Seven Contexts for Service System Design", Handbook of Service Science, 2010
L2R3. Roger Betancourt, & David Gautschi, "Product Innovation in Services: A Framework for Analysis", Advances in Applied Microeconomics, 2001
L2R4. Robert J. Glushko & Tim McGrath, Chapter 4, "Document Engineering", MIT Press, 2005
L3R1. Carl Kessler & John Sweitzer, Chapter 3, "Outside-in Software Development", IBM Press, 2008
L3R2. James L. Lentz & Terry M. Bleizeffer, "IT Ecosystems: Evolved Complexity and Unintelligent Design", Computer Human Interaction for the Management of Information Technology, 2007
L3R3. Don Norman, "Designing the Infrastructure", ACM Interactions, August 2009
L4R1. Tim Brown, "Design Thinking", Harvard Business Review, June 2008
L4R2. Susan Meyer Goldstein et al, "The Service Concept: The Missing Link in Service Design Research?", Journal of Operations Management, 2002
L4R3. Chris Voss & Leonieke Zomerdijk, "Innovation in Experiential Services", London Business School and AIM Research, June 2007
L5R1. Zachary Gillen, Project Summary & Overview, "MD: Notes - Designing an Information Service for Public Hospitals", UC Berkeley School of Information, April 2008
L5R2. Leonard L. Berry & Neeli Bendapudi, "Health Care: A Fertile Field for Service Research", Journal of Service Research, 2007
L5R3. M. Brun, J. Brown & R. Lohde, "Adoption of UBL in Denmark: Business cases and experiences", XTech, 2005
L5R4. Silvana Trimi & Hong Sheng, "Emerging Trends in M-Government", Communications of ACM, May 2008
L5R5. Glen Allmendinger and Ralph Lombreglia, "Four Strategies for the Age of Smart Services", Harvard Business Review, October 2005
L5R6. Stephen S. Intile, "Designing a Home of the Future", IEEE Pervasive Computing, 2002