Boyer, Ken, Roger Hallowell, and Aleda Roth. "E-Services: Operations Strategy, A Case Study and a Method for Analyzing Operational Benefits." Journal of Operations Management 20, no. 2 (April 2002).

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This systematic review found that studies of case management interventions have adequate quality and, in many cases, show cost-effective or even cost-saving results. Results: A total of 29 studies ...