1. Profiting from technological innovation;Teece;Res Policy,1986
2. Service management: leadership and strategy in service production;Normann,1983
3. Service management and marketing: a customer relationship management approach;Grönroos,2000
4. Beyond products: services-based strategy;Quinn;Harvard Bus Rev,1990
5. Go downstream: the new profit imperative in manufacturing;Wise;Harvard Bus Rev,1999