Hakanen, Esko ; Eloranta, Ville, Dr., Aalto University, Department of Management Studies, Finland ; Töytäri, Pekka, Dr., Aalto University, Department of Industrial Engineering and Management, Finland ; Perustieteiden korkeakoulu ; School of Science ; Tuotantotalouden laitos ; Department of Industrial Engineering and Management ; Rajala, Risto, Assoc. Prof., Aalto University, Department of Industrial Engineering and Management, Finland ; Service Engineering and Management Research Group ; Aalto-yliopisto ; Aalto University