Maglio IBM Research, Almaden, 650 Harry Road, San Jose, CA 95120, USA e-mail: ccampbel@almaden.ibm.com P. P. Maglio e-mail: pmaglio@almaden.ibm.com M. M. Davis Bentley University, 175 Forest St., Waltham, MA 02452, USA e-mail: mdavis@bentley.edu 123 174 C. S. Campbell et al. 1 Introduction The traditional boundary between a service provider and its customers used to be clearly defined and remained fairly constant over time. Provider activities and processes were very distinct from those…
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