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Lowson, Robert H. and Burgess, Nicola (2003) The building blocks of an operations strategy for e-business. The TQM Magazine, Vol.15 (No.3). pp. 152-163. doi:10.1108/09544780310469253 ISSN 0954-478X.
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Silvestro, Rhian and Silvestro, Claudio (2003) New service design in the NHS : an evaluation of the strategic alignment of NHS Direct. International Journal of Operations & Production Management, 23 (3-4). pp. 401-417. doi:10.1108/01443570310467320 ISSN 0144-3577.