Service Design Research
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Many of these articles are available online and be found by searching at google.com. Residents of San Francisco (with a San Francisco Public Library Card) can download copies of practically all these articles for free, even from sources such as the Harvard Business Review. The few articles that can't be retrieved electronically can be photocopied from bound journals available at the San Francisco Public Library, Jackson Business Library at Stanford University or Hunt Library at Carnegie Mellon University.
Cheaper, Faster, Easier: Disruption in the Service Sector
Strategy & Innovation, 2004
Christensen, Clayton M. and Scott D. Anthony, "Cheaper, Faster, Easier: Disruption in the Service Sector" Harvard Business Review Publishing, January/February 2004.
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