1. Healthcare: A fertile field for service research;Berry;Journal of Service Research,2007
2. Creating new markets through service innovation;Berry;Sloan Management Review,2006
3. The evolution and discovery of services science in business schools;Bitner;Communications of the ACM,2006
4. Bitner, M.J., Brown, S.W., Goul, M., & Urban, S. (2006, October). Services science journey: Foundations, progress, challenges. Paper presented at the IBM Services Summit, Palisades, NY.
5. Implementing successful self-service technologies;Bitner;Academy of Management Executive,2002