Modellgestützte Planung für Dienstleistungsprozesse: Von "wicked problems" zu semi-strukturierten Prozessen
T. Herrmann, M. Prilla, and R. Skrotzki. Arbeits- und Dienstleistungsforschung als Innovationstreiber, page 60--69. Fraunhofer Verlag, (2009)
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