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van Oorschot, Kim E. (author), Akkermans, Henk A. (author), Van Wassenhove, Luk N. (author), Wang, Y. (author)Purpose: Due to the complexity of digital services, companies are increasingly forced to offer their services “in permanent beta”, requiring continuous fine-tuning and updating. Complexity makes it extremely difficult to predict when and where the next service disruption will occur. The authors examine what this means for performance measurement...journal article 2022