http://www.crmbuyer.com/story/63096.html?wlc=1268801575
http://www.ccsenet.org/journal/index.php/ijbm/article/viewFile/3007/2775
http://www.networkworld.com/newsletters/asp/2006/1204out1.html
http://intelligent-enterprise.informationweek.com/channels/business_intelligence/showArticle.jhtml;jsessionid=LBETKRNPJ2FZFQE1GHRSKHWATMY32JVN?articleID=202805351
http://www.articlesbase.com/flights-articles/organisational-strategyemirates-airline-1908526.html
http://www.crmbuyer.com/story/Airlines-Set-Flight-Path-for-Better-Customer-Experience-69289.html
http://flightsafety.org/asw/feb07/asw_feb07_p42-44.pdf
http://www.dmi.org/dmi/html/conference/academic08/papers/Spraragen%20and%20Chan/DMIServiceBlueprintingFullPaperSSpraragen.pdf
http://www.brandchannel.com/images/Papers/210_True_Blue.orig.pdf
http://www.ccsenet.org/journal/index.php/ijbm/article/viewFile/3007/2775
http://www.networkworld.com/newsletters/asp/2006/1204out1.html
http://intelligent-enterprise.informationweek.com/channels/business_intelligence/showArticle.jhtml;jsessionid=LBETKRNPJ2FZFQE1GHRSKHWATMY32JVN?articleID=202805351
http://www.articlesbase.com/flights-articles/organisational-strategyemirates-airline-1908526.html
http://www.crmbuyer.com/story/Airlines-Set-Flight-Path-for-Better-Customer-Experience-69289.html
http://flightsafety.org/asw/feb07/asw_feb07_p42-44.pdf
http://www.dmi.org/dmi/html/conference/academic08/papers/Spraragen%20and%20Chan/DMIServiceBlueprintingFullPaperSSpraragen.pdf
http://www.brandchannel.com/images/Papers/210_True_Blue.orig.pdf
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