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Electronic Services
Going Virtual — Blueprinting als Basis des Prozessmanagements von E-Service-Anbietern
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Die grenzenlose Unternehmung
Arnold Picot, Ralf Reichwald, Rolf T. Wigand (2001)
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Die Steuerung von Kundenintegrationsprozessen
Sabine Fließ (2001)
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Grundlagen der Dienstleistungsproduktion
R Maleri (1997)