L. Zomerdijk and C. Voss, Service Design for Experience-Centric Services, Journal of Service Research, vol.22, issue.6, pp.67-82, 2009.
DOI : 10.3401/poms.1080.0030

M. Bitner, S. Brown, and M. Meuter, Technology Infusion in Service Encounters, Journal of the Academy of Marketing Science, vol.28, issue.1, pp.138-149, 2000.
DOI : 10.1177/0092070300281013

L. Patrício, R. Fisk, J. Falcão-e-cunha, and L. Cons, Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting, Journal of Service Research, vol.22, issue.6, pp.180-200, 2001.
DOI : 10.1016/j.jretai.2008.11.001

O. Ezenwoye and S. M. Sadjadi, TRAP/BPEL: A Framework for Dynamic Adaptation of Composite Services, Proceedings of The International Conference on Web Information Systems and Technologies, 2007.

Y. Wu and P. Doshi, Making BPEL Flexible – Adapting in the Context of Coordination Constraints Using WS-BPEL, 2008 IEEE International Conference on Services Computing, pp.423-430, 2008.
DOI : 10.1109/SCC.2008.71

N. Alexopoulou, M. Nikolaidou, Y. Chamodrakas, and D. Martakos, Enabling Onthe-Fly Business Process Composition through an Event-Based Approach, Proceedings of the Proceedings of the 41st Annual International Conference on System Sciences, pp.379-389, 2008.
DOI : 10.1109/hicss.2008.144
URL : http://csdl.computer.org/comp/proceedings/hicss/2008/3075/00/30750379.pdf

I. Vanderfeesten, H. Reijers, and W. Van-der-aalst, Product Based Workflow Support: Dynamic Workflow Execution, Advanced Information Systems Engineering, pp.571-57, 2008.
DOI : 10.1007/978-3-540-69534-9_42

W. M. Van-der-aalst, M. Adams, A. H. Hofstede, M. Pesic, and H. Schonenberg, Flexibility as a Service, DASFAA 2009 Workshops, 2009.
DOI : 10.1007/3-540-45581-7_38

C. Herrmann, M. Kurz, and . One, Adaptive Case Management: Supporting Knowledge Intensive Processes with IT Systems, p.213, 2011.
DOI : 10.1145/1963405.1963515

R. F. Lusch and S. L. Vargo, The Service-Dominant Mindset, Service Science, Management and Engineering Education for the 21st Century, 2008.
DOI : 10.1017/cbo9781139043120.004

A. L. Ostrom, Moving Forward and Making a Difference: Research Priorities for the Science of Service, Journal of Service Research, vol.20, issue.1, 2010.
DOI : 10.1509/jmkg.68.1.1.24036

R. F. Lusch, Service-dominant logic: reactions, reflections and refinements, Marketing Theory, vol.25, issue.1, 2006.
DOI : 10.1057/9781403938374_3

R. G. Lee and B. G. Dale, Business process management: a review and evaluation, Business Process Management Journal, vol.4, issue.3, pp.214-225, 1998.
DOI : 10.1108/14637159710161585

W. M. Van-der-aalst, A. H. Ter-hofstede, and M. Wesk, Business Process Management: A Survey, International Conference on Business Process Management, 2003.
DOI : 10.1007/3-540-44895-0_1

W. M. Van-der-aalst, M. Weske, and D. Grünbauer, Case handling: a new paradigm for business process support, Data & Knowledge Engineering, vol.53, issue.2, pp.129-162, 2005.
DOI : 10.1016/j.datak.2004.07.003

W. M. Van-der-aalst and P. J. Berens, Beyond workflow management, Proceedings of the 2001 International ACM SIGGROUP Conference on Supporting Group Work , GROUP '01, 2001.
DOI : 10.1145/500286.500296

I. Vanderfeesten, H. A. Reijers, and W. M. Van-der-aalst, Case Handling Systems as Product Based Workflow Design Support, 2007.
DOI : 10.1007/978-3-540-88710-2_15

D. M. Strong and S. M. Miller, Exceptions and exception handling in computerized information processes, ACM Transactions on Information Systems, vol.13, issue.2, pp.206-233, 1995.
DOI : 10.1145/201040.201049

F. C. Lunenbrug, Organizational Structure: Mintzberg's Framework, International Journal of Scholarly, Academic, Intellectual Diversity, vol.14, issue.1, 2012.

K. Traganos, Designing a Standard Architecture for Service Management based on the BASE/X framework, 2014.