1James Spohrer, Michael Radnor. welcom To Service Innovation for 21 Centery. 2004. www. almaden. ibm.com / asr / events / serviceinnovation / agenda. shtml
2Jim Hoopes. the why , what and How of the Science (or study ) of Services. www. almadem. IBM. com/asr/events/serviceinnovation/resources/James Hoopes