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Book Chapter, Cellary, W., L. E. Freund, S. K. Kwan, C. Leitner, and J. Spohrer, The Human-Side of Service Engineering: Advancing Technology's Impact on Service Innovation , in: Advances in the Human Side of Service Engineering, ed. Leitner, C., W. Ganz, D. Satterfield, and C. Bassano , Springer International Publishing, Cham, 2021, pp. 3–17, ISBN 978-3-030-80840-2, DOI 10.1007/978-3-030-80840-2. Abstract