Towards a Reference Model for After-Sales Service Processes. - Elena Legnani; Stefano Ierace; Sergio Cavalieri (APMS, 2007)

Exploring the Causal Relationships of KPIs in after Sales Service Systems. - Elena Legnani; Sergio Cavalieri (APMS, 2009)

Modelling and Measuring After-Sales Service Delivery Processes. - Elena Legnani; Sergio Cavalieri; Paolo Gaiardelli (Service Orientation in Holonic and Multi Agent Manufacturing and Robotics, 2013)