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Brohman, M. Kathryn and Piccoli, Gabriele and Martin, Patrick and Zulkernine, Farhana and Parasuraman, A. and Watson, Richard Thomas (2009) A Design theory approach to building strategic network-based customer service systems. Decision Sciences, Vol. 40 (3), p. 403-430. eISSN 1540-5915. Article.


Piccoli, Gabriele and Brohman, M. Kathryn and Watson, Richard Thomas and Parasuraman, A. (2004) Net-based customer service systems: evolution and revolution in web site functionalities. Decision Sciences, Vol. 35 (3), p. 423-455. eISSN 1540-5915. Article.

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