References
- Michael E. Porter, Competitive Strategy : Techniques for Analyzing Industries and Competitors, Free Press, 1980
- Philip Kotler, Marketing Management-Analysis, Planning, Implementation and Control (Eighth edition), Prentice Hall, 1994, pp. 464-468
- IBM Systems Management Consulting and Design, IBM Systems Management Solution Lifecycle, 2000, http://www.ibm.com/serv-ices/ism/consulting
- Joshua Gans, Stephen King & Gregory Mankiw, Principles of Microeconomics, Harcourt Brace & Co., 1999, pp. 63-64
- Valarie A. Zeithaml. A. Parasuraman & Leonard L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations, Free Press, 1990
- IBM IT Process Model White Paper, Managing information technology in a new age, IBM, 2000, http://www.ibm.com/services/whitepapers
- Glen Urban & Steven Star, Advanced Marketing Strategy, Prentice Hall, 1991, pp.102-105
- Chris Finden-Browne, John 0 Long, Intro-ducing the IBM Process Reference Model for IT, 2005