Karsten Kraume, Klaus Voormanns, Jiaqing Zhong. How a Global Customer Service Leader is Using a Reference Model to Structure Its Transformation While Remaining Fast and Agile. In Katrin Bergener, Michael Räckers, Armin Stein, editors, The Art of Structuring, Bridging the Gap Between Information Systems Research and Practice. pages 101-111, Springer, 2019. [doi]
Abstract is missing.