@inbook{8a4f1d473efa4ace8006cb3b3c766ef1,
title = "The effects of external changes on different actors in a service triad in the public sector: Finnish visa services in Russia",
author = "Markku Kuula and Antero Putkiranta and Pirjo Tulokas",
year = "2015",
language = "English",
isbn = "978-0-13-405232-8",
pages = "137--152",
editor = "Gyula Vastag",
booktitle = "Research in the decision sciences for global business: Best papers from the 2013 annual conference",
publisher = "Pearson Education",
address = "United Kingdom",
}