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10. Bibliography
Aguirre, D., et. al., Empowering The Third Billion: Women and the World of Work in
2012, Price Waterhouse Cooper, 2012.
Andersen M., Svegaard S. & Ankerstjerne P. Service Management 3.0 - Linking
Customer Experience with Employee Engagement, 2015
Andersen, M.K. and Ankerstjerne, P. Service Management 3.0 – The Next Generation of
Service, White Paper, 2014.
Andersen, M., and Queck, P., Service Innovation in the Facility Management Industry,
ISS White Paper, ISS World Services, 2011.
Balaji, B., Service Design: Components, Methodology and Overview of Model Stages
Brown, K., Future Travel and the Evolving Tourist, SCENARIO Magazine 02:2014, 2014.
Chole C., Starbucks’ New Business Model, The Market Mogul, 2015.
CIFS, How to be Resilient in the 21st Century, Members’ Report 1, 2016.
CIFS, Trends for Tomorrow, Members’ Report 3, 2013.
Dell, Future Ready Workforce, 2016.
Deloitte, Strategic Moves Managing a Global Workforce, 2015.
Deloitte, The Growing Power of Consumers, 2014.
Gogia, S., Defining the Touchpoint, Master Service Design, 2013.
Helgeson, H., What A Coffee Shop Can Teach You About Finding Loyal Customers,
FastCompany, 2014.
Henschen, D., Microsoft Azure Drives Ford Hybrid-Cloud Plan, Informationweek, 2015.
ISS World Services, What is the Disney Secret to Creating Exceptional Service
Experiences, Service Futures Blog, 2016.
ISS World Services, Traits of Effective Leadership? It’s Driven by Purpose, Service Futures
Blog, 2016.
ISS World Services, ISS 2020 Vision: Future of Outsourcing and Perspectives for Facility
Management, White Book, 2015.

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