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An evaluation of two folk wisdoms serves to elucidate the underlying or "deep-structure" reasons for novice errors.
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Spohrer et al. (Tue,) studied this question.
synapsesocial.com/papers/6a0ea46baa1655e5fb22987b — DOI: https://doi.org/10.1145/6138.6145
Jim Spohrer
International Society of Service Innovation Professionals
Elliot Soloway
University of Michigan
Communications of the ACM
Yale University
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