Phân biệt các nhiệm vụ dịch vụ để ứng dụng CNTT

Baumol, W.J. (1986), “Information technology and the service sector: a feedback process’’, in Faulhaber et al. (Eds), Services in Transition: The Impact of Information Technology on the Service Sector, Ballinger Publishing, pp 183‐99. Benjamin, R.I., Rockart, J.F., Scott Morton, M.S. and Wyman, J. (1984), “Information technology: a strategic opportunity”, Sloan Management Review, Spring. Best, R.J. (1974), “An experiment in Delphi estimation in marketing decision making”, Journal of Marketing Research, Vol. 11, pp. 448‐52. Bitran, G.R. and Lojo, M. (1993), “A framework for analyzing service operations”, European Management Journal, Vol. 7 No. 3, pp. 271‐82. Buffa, E.S. (1980), “Research in operations management”, Journal of Operations Management, Vol. 1 No. 1, pp. 1‐8. Chase, R.B. (1980), “A classification and evaluation of research in operations management”, Journal of Operations Management, Vol. 1 No. 1, pp. 9‐14. Chase, R.B. “The customer contact approach to services: theoretical bases and practical extensions”, Operations Research, Vol. 29 No. 4, pp. 698‐706. Chase, R.B. and Aquilano (1977), Production and Operations Management: A Life Cycle Approach, Richard D. Irwin, Homewood, IL. Chase, R.B. and Tansik, D.A. (1983), “The customer contact model for organization design”, Management Science, Vol. 29 No. 9, September, pp. 1037‐50. Davenport, T.H. (1993), Process Innovation: Reengineering Work through Information Technology, Harvard Business School Press, Boston, MA. Davenport, T.H. (1997), “Knowledge and knowledge management”, paper presented to the Boston University School of Management, Boston, MA, 27 January. Eisenhardt, K.M. (1989), “Building theories from case study research”, Academy of Management Review, Vol. 14 No. 4, pp. 532‐50. Garvin, D.A. (1983), “Quality on the line”, Harvard Business Review, September‐October, Vol. 1 No. 5, pp. 64‐75. Hackett, G.P. (1989), “Investment in technology – the service sector sinkhole?”, Sloan Management Review, Winter, pp. 97‐103. Hammer, M. and Champy, J. (1993), Reengineering the Corporation: A Manifesto for Business Revolution, Harper Business, New York, NY. Jick, T. (1979), “Mixing qualitative and quantitative methods: triangulation in action”, Administrative Science Quarterly, Vol. 24, pp. 602‐11. Johnston, R. and Lyth, D. (1991), “Implementing the integration of customer expectations and operational capability”, in Brown, S.W. et al. (Eds), Service Quality‐Multidisciplinary and Multinational Perspective, Lexington Books, Lexington, MA. Kogut, B. and Zander, U. (1992), “Knowledge of the firm, combinative capabilities, and the replication of technology”, Organization Science, Vol. 3 No. 3, August, pp. 383‐97. Khurana, A. (1999), “Managing complex production processes”, Sloan Management Review, Winter, Vol. 40 No. 2, pp. 85‐97 Lovelock, C. (1983), “Classifying services to gain strategic marketing insights”, Journal of Marketing, Vol. 47, Summer, pp. 9‐20. Madnick, S.E. (1991), “The information technology platform”, in Morton, S. (Ed.), The Corporation of the 1990s, Oxford University Press, Oxford. Meredith, J.R., Raturi, A., Amoako‐Gyampah, K. and Kaplan, B. (1989), “Alternative research paradigms in operations”, Journal of Operations Management, Vol. 8 No. 4, pp. 297‐326. Mills, P.K. (1986), “An environmental taxonomy”, Managing Service Industries, Ballinger Publishing. Mills, P.K. and Marguilies, N. (1980), “Toward a core typology of service organizations’’, Academy of Management Review, Vol. 5 No. 2, pp. 255‐65. Mulligan, P. (1998a), “Specification of a capability‐based IT classification framework”, working paper, Babson College, Babson Park, MA. Mulligan, P. (1998b), “Service task and IT capability: an exploration of their dynamic interaction”, upublished Doctoral dissertation, Boston University, Boston, MA. Nonaka, I. (1994), “A dynamic theory of organizational knowledge creation”, Organizational Science, Vol. 5 No. 1, February pp. 14‐37. Quinn, J.B., Baruch, J.J. and Paquette, P.C. (1988), “Exploiting the manufacturing‐services interface”, Sloan Management Review, Summer, pp. 45‐56. Roach, S.S. (1991), “Services under siege – the restructuring imperative”, Harvard Business Review, September‐October. Schmenner, R. (1986), “How can service businesses survive and prosper?”, Sloan Management Review, Spring. Scott Morton, M.S. (1991), The Corporation of the 1990s, Oxford University Press, Oxford. Stewart, D.W. and Prem, N. (1990), Shamdasani, Focus Groups: Theory and Practice, Sage Publications, Newbury Park, CA. Swamidas, P.M. (1991), “Empirical science: new frontier in operations management research”, Academy of Management Review, Vol. 16 No. 4, pp. 793‐814. Tyre, M. and Hauptman, O. (1992), “Effectiveness of organizational responses to technological change”, Organization Science, Vol. 3 No. 3, pp. 301‐20. Wemmerlov, U. (1990), “A taxonomy for service processes and its implications for systems design”, International Journal of Service Industry Management, Vol. 1 No. 3, pp. 20‐40. Westney, D.E. and Ghoshal, S. (1994), “Building a competitor intelligence organization: adding value in an information system”, in Allen Morton and Scott Morton (Eds), Information Technology and the Corporation of the 1990s, Oxford University Press, New York, NY. Yin, R.L. (1989), Case Study Research: Design and Methods, Sage, Newbury Park, CA.