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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. ISSN 0954-478X
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. ISSN 0144-3577