ISS 2020 Vision Future of Service Management | Page 141

ISS World Services, Disney’s Secret to Delighting Customers: Putting Employees First, Service Futures Blog, 2015. ISS World Services, How to Integrate Virtual Workers into You Office Culture, Service Futures Blog, 2015. ISS World Services, ISS 2020 Vision: Future of Public Sector Outsourcing, White Book, 2014. Kharas, H., The Emerging Middle Class In Developing Countries, OECD Development Centre, 2010. Li, S., et al, The Role of Sustainability Orientation in Outsourcing: Antecedents, Practices, and Outcomes, Journal of Management and Sustainability, 2014. McKinsey & Company, The CEO Guide to Customer Experience, McKinsey Quarterly, 2016. Moritz, S., Design for Services, Keynote, Service Experience Summit, 2014. Oates, G., How Airbnb, Disney and Virgin America Merge Online and Offline Experiences, Skift, 2016. OECD, Labor Force Participation Rate & Employment/Population Ratio, 2016. Pal, K., The Top 10 Trends in Mobile Computing, Technopedia, 2016. PriceWaterhouseCooper, 19th Annual CEO Survey, 2016. PriceWaterhouseCooper, Talent Mobility 2020 and Beyond, 2016. Price, I., McCarroll, P., and Thompson, P., Defining Service Excellence in Facility Management, ISS White Paper, ISS World Services, 2014. Randall, T., The Smartest Building in the World: Inside the Connected Future of Architecture, Bloomberg Businessweek, 2015. Starbucks, 2016. Wadhwa, V., How Recent Tech Success Stories Are Disrupting Disruption Theory, Singularity Hub, November 2015. Wallman, J., The Future of Gender Equality, 2016. The World Bank, Value-added Services (as % of GDP), 2014. 139