Yen-Hao Hsieh Soe-Tsyr Yuan Using System Dynamics to Analyze Customer Experience Design. 84-99 2010 1 Int. J. Serv. Sci. Manag. Eng. Technol. 3 https://doi.org/10.4018/jssmet.2010070105 db/journals/ijssmet/ijssmet1.html#HsiehY10