@inbook{3fcf73670b2048939982e44c0add4ae2,
title = "Services Science: The Opportunity to Re-Think What We Know about Service Design",
author = "Chris Voss and Juliana Hsuan",
year = "2011",
doi = "10.1007/978-1-4419-8270-4",
language = "English",
isbn = "9781441982698",
series = "Service Science: Research and Innovations in the Service Economy",
publisher = "Springer Science+Business Media",
pages = "231--245",
editor = "Haluk Demirkan and Spohrer, {James C. } and Vikas Krishna",
booktitle = "The Science of Service Systems",
address = "Germany",
}