Handbook of Service Science, Volume II - Maglio, Paul P.; Maglio, Paul P.; Kieliszewski, Cheryl A.; Kieliszewski, Cheryl A.; Spohrer, James C.; Spohrer, James C.; Lyons, Kelly; Lyons, Kelly; Patrício, Lia; Patrício, Lia; Sawatani, Yuriko; Sawatani, Yuriko (Springer International Publishing : Imprint: Springer, 2019)