| Reading | L9R2. Kolesar et al, "Creating Customer Value Through Industrialized Intimacy", Strategy and Business, 1998 | admin |
| Reading | 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 | admin |
| Reading | L8R1. Carl Kessler & John Sweitzer, Chapter 2, "Outside-in Software Development", IBM Press, 2008 | admin |
| Reading | L7R2. Mark Ominsky, Kenneth Stern, & James Rudd, "User-Centered Design at IBM Consulting", International Journal of Human-Computer Interaction, 2002 | admin |
| Reading | L7R1. Frances Frei, "Breaking the Trade-Off Between Efficiency and Service", Harvard Business Review, November 2006 | admin |
| Reading | L5R7. Melody Badgett, Maureen Boyce, & Herb Kleinberger, "Turning Shoppers into Advocates: The Customer Focused Retail Enterprise", IBM Global Business Services, 2006 | admin |
| Reading | L5R6. Stephen S. Intile, "Designing a Home of the Future", IEEE Pervasive Computing, 2002 | admin |
| Reading | L5R5. Glen Allmendinger and Ralph Lombreglia, "Four Strategies for the Age of Smart Services", Harvard Business Review, October 2005 | admin |
| Reading | L5R4. Silvana Trimi & Hong Sheng, "Emerging Trends in M-Government", Communications of ACM, May 2008 | admin |
| Reading | L5R3. M. Brun, J. Brown & R. Lohde, "Adoption of UBL in Denmark: Business cases and experiences", XTech, 2005 | admin |
| Reading | L5R2. Leonard L. Berry & Neeli Bendapudi, "Health Care: A Fertile Field for Service Research", Journal of Service Research, 2007 | admin |
| Reading | L5R1. Zachary Gillen, Project Summary & Overview, "MD: Notes - Designing an Information Service for Public Hospitals", UC Berkeley School of Information, April 2008 | admin |
| Reading | L4R3. Chris Voss & Leonieke Zomerdijk, "Innovation in Experiential Services", London Business School and AIM Research, June 2007 | admin |
| Reading | L4R2. Susan Meyer Goldstein et al, "The Service Concept: The Missing Link in Service Design Research?", Journal of Operations Management, 2002 | admin |
| Reading | L4R1. Tim Brown, "Design Thinking", Harvard Business Review, June 2008 | admin |
| Reading | L3R2. James L. Lentz & Terry M. Bleizeffer, "IT Ecosystems: Evolved Complexity and Unintelligent Design", Computer Human Interaction for the Management of Information Technology, 2007 | admin |
| Reading | L3R1. Carl Kessler & John Sweitzer, Chapter 3, "Outside-in Software Development", IBM Press, 2008 | admin |
| Reading | L2R4. Robert J. Glushko & Tim McGrath, Chapter 4, "Document Engineering", MIT Press, 2005 | admin |
| Reading | L2R3. Roger Betancourt, & David Gautschi, "Product Innovation in Services: A Framework for Analysis", Advances in Applied Microeconomics, 2001 | admin |
| Reading | L2R2. Uday M. Apte & Richard O. Mason, "Global Disaggregation of Information-Intensive Services", Management Science, July 1995 | admin |
| Reading | L2R1. Robert J. Glushko, "Seven Contexts for Service System Design", Handbook of Service Science, 2010 | admin |
| Reading | L1R4. Robert J. Glushko & Tim McGrath, Chapter 1, "Document Engineering", MIT Press, 2005 | admin |
| Reading | L1R3. Christopher Meyer & Andre Schwager, "Understanding Customer Experience", Harvard Business Review, February 2007 | admin |
| Reading | L1R2. Carl Kessler & John Sweitzer, Chapter 1, "Outside-in Software Development", IBM Press, 2008 | admin |
| Lecture | L29. Project Presentations (12/9, 12/15) | admin |
