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Handouts
Related Materials
- Service Engineering (Science, Management): A Subjective Mini Course
- Restaurants = Hospitals = Production-Lines?? The New Yorker, August 2012
- Fruit Flies to Humans as Call Centers to Emergency Departments
- Service Research in Hospitals: Science, Engineering, Management
- ענפי המסחר והשירותים: מובילי כלכלת ישראל
- הפקולטה למדעי השירותים
- IBM Almaden Services Research. Service Science, Management and Engineering, SSME (Link)
- הנדסת שירותים vs. Service Engineering
- Service Engineering in Germany – Methodical Development of New Service Products, by Bullinger, Fähnrich and Meiren | Video
- Industrial Metamorphosis (on Services and Manufacturing), October 2005:
The Economist, Haaretz (Hebrew)
- Innovation in Retail Banking, by Frey, Harker & Hunter
- דו”ח מבקר המדינה 53ב’ לשנת 2000 – השירות לציבור
- Service Operation: an Example (BofA, USA)
- Service Operation: Additional Examples
- The Global Call Center Report: International Prespectives on Management and Employment, headed by Holman, Batt, and Holtgrewe, 2007
- Call Centers in Israel, 2008
- מוקדי שירות טלפוני בישראל – נתח שוק ומאפייני תעסוקה
- Readings for Introduction to Service Engineering:
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