From self-service to super-service: a resource mapping framework for co-creating value by shifting the boundary between provider and customer - researchr publication

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Christopher S. Campbell, Paul P. Maglio, Mark M. Davis. From self-service to super-service: a resource mapping framework for co-creating value by shifting the boundary between provider and customer. Inf. Syst. E-Business Management, 9(2):173-191, 2011. [doi]

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