1. Antioco, M./Moenaert, R.K./Lingreen, A./Wetzels, M.G.M. (2008): Organizational antecedents to and consequences of service business orientations in manufacturing companies, in: Journal of the Academy of Marketing Science, Vol. 36, No. 3, S. 337-358.
2. Auh, S. (2005): The effects of soft and hard service attributes on loyalty – the mediating role of trust, in: Journal of Services Marketing, Vol. 19, No. 2, S. 81-92.
3. Ba, S./Johansson, W.C. (2008): An Exploratory Study of the Impact of e-Service Process on Online Customer Satisfaction, in: Production and Operations Management, Vol. 17, No. 1, S. 107-119.
4. Barrett, M./Davidson, E./Prabhu, J./Vargo, S.L. (2015): Service Innovation in the Digital Age – Key Contributions and Future Directions, in: MIS Quarterly, Vol. 39, No. 1, S. 135-154.
5. Bhappu, A.D./Schultze, U. (2006): The Role of Relational and Operational Performance in Business-to-Business Customers’ Adoption of Self-Service Technology, in: Journal of Service Research, Vol. 8, No. 4, S. 372-385.