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Features
IT as a Game Changer 
Diana G. Oblinger is President and CEO of EDUCAUSE. This article is adapted from a chapter in the recently published book by Diana G. Oblinger, ed., Game Changers: Education …
Service Blueprinting: Transforming the Student Experience
Mary Jo Bitner is Professor of Marketing, PetSmart Chair, and Executive Director of the Center for Services Leadership in the W. P. Carey School of Business, Arizona State University. Amy L. O…
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