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Fostering the Virtualization of Service Processes and Touch Points - Identification and Documentation of E-Service Potential in Retail Networks

Jörg Becker, Daniel Beverungen, Ralf Knackstedt, Axel Winkelmann. Fostering the Virtualization of Service Processes and Touch Points - Identification and Documentation of E-Service Potential in Retail Networks. In Witold Abramowicz, Rainer Alt, Klaus-Peter Fähnrich, Bogdan Franczyk, Leszek A. Maciaszek, editors, INFORMATIK 2010 - Business Process and Service Science - Proceedings of ISSS and BPSC, September 27 - October 1, 2010 in Leipzig, Germany. Volume 177 of LNI, pages 63-79, GI, 2010.

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