@article {1973436,
	title = {Connecting IT Service Operations to Service Marketing Practices},
	journal = {Decision Sciences},
	volume = {26},
	year = {2010},
	month = {2010},
	pages = {65-85},
	keywords = {Marketing},
	author = {Montoya,Mitzi and Massey,A. P. and Khatri,V.}
}