Services and Sourcing

Gutek, Barbara A., and Welsh, Theresa.  (2000).  The Brave New Service Strategy: Aligning Customer Relationships, Market Strategies, and Business Structures.  New York: Amacom.

.Gutek, Barbara A.  (1995).  The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions.  San Francisco, CA: Jossey-Bass.