![[To top of Page]](../../../images/up.gif){kind=small}
| Ref # | Source |
| 1 | Seely Brown, John and John, Hagel 1112005. Innovation Blowback: Disruptive Management Practices from Asia. The McKinsey Quarterly, No. 1. |
| 2 | Coase, Ronald 1937. The Nature of the Firm. Economica, Vol. 4, No. 16, November 1937, 386-405. |
| 3 | Bryson, J.R., Daniels, P.W. and Warf, B. 2004. Service Worlds: People, Organisations, Technologies. Routledge. |
| 4 | McNeillis, Paul 2005. ITNOW 2005 47(6): 14-15; British Computer Society. doi:10.1093/itnow/bwi114 |
| 5 | Easton, G. and Jarrell, S. 1998. The effects of total quality management on corporate performance: An empirical investigation. Journal of Business, 71(2), 253-307. |
| 6 | Keating, Elizabeth et al. 1999. Overcoming the Improvement Paradox. European Management Journal, Vol. 17, No. 2, 120-134. |
| 7 | Magretta, Joan 2002. What Management Is: How it works and why it's everyone's business. The Free Press. |
| 8 | Lovelock, Christopher and Gummesson, Evert 2004. Whither Services Marketing? In Search of A New Paradigm and Fresh Perspectives. Journal of Service Research, 7 (August), 20-41. |
| 9 | Malone, T.W. et al. (eds) 2003. Organizing Business Knowledge: The MIT Process Handbook. |
| 10 | Moorecroft, John et al. 2002. Systems Perspective on Resources, Capabilities, and Management Processes. Elsevier Science. |
| 11 | Goold, Michael and Campbell, Andrew 2002. Designing Effective Organizations: How to create structured networks. Jossey-Bass. |
| 12 | Lidwell, W., Holden, K. and Butler, J. 2003. Universal Principles of Design. Rockport Publishers. |
| 13 | Sterman, John D. 2000. Business Dynamics. Systems Thinking and Modeling for a Complex World. McGraw-Hill. |
| 14 | Nagle, T.N. and Holden, R.K. 2002. Strategy and tactics of pricing: A guide to profitable decision-making. 3rd Edition. Prentice-Hall. |
| 15 | Milgrom, Paul and Roberts, John 1992. Economics, Organization and Management. Prentice-Hall. |
| 16 | Tapscott, Don et al. 2000. Digital Capital: Harnessing the Power of Business Webs. Harvard Business School Press. |
| 17 | Allee, Verna 2003. The Future of Knowledge: Increasing Prosperity through value networks. ButterworthHeinemann. |
| 18 | Porter, Michael E. 1996. What is strategy? Harvard Business Review. November-December 1996. |
| 19 | Breene, T., Mulani, N.P., Nunes, P.F. 2005. Marks of distinction. Outlook Journal, No. 2. |
| 20 | Mintzberg, Henry 1994. The Rise and Fall of Strategic Planning. Basic Books. |
| 21 | Simons, Robert 1995. Levers of Control: How Managers Use Innovative Control Systems to Drive Strategic Renewal. Harvard Business School Press, Boston, Massachusetts. |
| 22 | Gratton, Lynda and Ghoshal, Sumantra 2005. Beyond Best Practice. MIT Sloan Management Review. Spring 2005. Vol. 46, No. 3. |
| 23 | Ulwick, Anthony 2005. What Customers Want: Using Outcome-Driven Innovation to Create Breakthrough Products and Services. McGraw-Hill. |
| 24 | Amit, Raphael and Schoemaker, Paul 1993. Strategic assets and organizational rent. Strategic Management Journal, Vol. 14, 33-46. |
| 25 | Kim, W. Chan and Mauborgne, Renee 2005. Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant. Harvard Business School Press. |
| 26 | Rummler, Geary 1995. Improving Performance: how to manage the white space on the organization chart. Jossey-Bass. |
| 27 | Luehrman, T.A. 1998. Strategy as a portfolio of real options. Harvard Business Review, Vol. 76, No. 5, 89-99. |
| 28 | Kano, N., Seraku, N., Tsuji, S. and Takahashi, F. 1984. Attractive quality and must-be quality. Hinshitsu (Quality, The Journal of Japanese Society for Quality Control), Vol. 14, No. 2, 39-48. |
| 29 | Aldrich, H. 1999. Organizations Evolving. Sage. |
| 30 | Williamson, O.E. and Winter, S.G. 1993. The Nature of the Firm: Origins, Evolution and Development. Oxford University Press. |
| 31 | Holmstrom, B. and Roberts, J. 1998. The Boundaries of the Firm Revisited. Journal of Economic Perspectives. Vol. 12, 73-94. |
| 32 | Camazine, S. et al. 2001. Self-Organization in Biological Systems. Princeton University Press. |
| 33 | Greiner, Larry E. 1998 (orig. 1972). Evolution and revolution as organizations grow. Harvard Business Review, May-June 1998. |
| 34 | Van Maanen, J. and Schein, E.H. 1979. Toward a theory of organizational socialization. In: B. Staw (ed) Research in Organizational Behavior 1. JAI Press, Greenwich, 209-264. |
| 35 | Froehle, C. and Roth, A.V. 2004. New measurement scales for evaluating perceptions of the technologymediated customer service experience. Journal of Operations Management, 22 (1), 1-21. |
| 36 | Rayport, J.F. and Jaworski, B.J. 2004. Best Face Forward. Harvard Business Review. December 2004. |
| 37 | Lev, B. 2001. Intangibles: Management, Measurement, and Reporting. The Brookings Institution. |
| 38 | Tax, S.S. and Brown, S.W. 1998. Recovering and Learning from Service Failure. Sloan Management Review, Fall, 75-88. |
| 39 | Repenning, Nelson P. and Sterman, John D. 2001a. Nobody Ever Gets Credit for Fixing Problems that Never Happened: Creating and Sustaining Process Improvement. California Management Review. Vol. 43, No. 4, Summer 2001. |
| 40 | Repenning, Nelson P. et al. 2001 b. Past the Tipping Point: The Persistence of Firefighting in Product Development. California Management Review. Vol. 43, No. 4, Summer 2001. |
| 41 | NAE (National Academy of Engineering) 2003. The Impact of Academic Research on Industrial Performance. The National Academies Press. |
| 42 | Edmondson and Frei 2002. Transformation at the IRS. Harvard Business School. |
| 43 | OGC (Office of Government Commerce) 2007. Management of Risk: Guidance for Practitioners. The Stationery Office. |
| 44 | Argote 2000. Knowledge Transfer: A Basis for Competitive Advantage in Firms. Organizational Behaviour and Human Decision Processes. Vol. 82, No. 1, May, 150-169. |
| 45 | ITGI 2005. COBIT 4.0: Control Objectives, Management Guidelines, and Maturity Models. IT Governance Institute. |
