@incollection{GliemHipp2016, author = {Silvia Gliem and Christiane Hipp}, title = {Struggling at the Front Line: ICT and Service Innovation}, booktitle = {Service Innovation}, editor = {Marja Toivonen}, isbn = {978-4-431-54921-5}, doi = {10.1007/978-4-431-54922-2_8}, url = {http://link.springer.com/chapter/10.1007/978-4-431-54922-2_8/fulltext.html}, year = {2016}, }