A Design Theory Approach to Building Strategic Network-Based Customer Service Systems

M. Kathryn Brohman, Gabriele Piccoli, Patrick Martin, Farhana H. Zulkernine, A. Parasuraman, Richard T. Watson. A Design Theory Approach to Building Strategic Network-Based Customer Service Systems. Decision Sciences, 40(3):403-430, 2009. [doi]

Abstract

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