Enhancing e-platform business by customer service systems: a multi-methodological case study on Ali Wangwang instant message's impacts on TaoBao

Ya-Jun Cai, Yingjia Wang, Juzhi Zhang. Enhancing e-platform business by customer service systems: a multi-methodological case study on Ali Wangwang instant message's impacts on TaoBao. Annals OR, 291(1):59-81, 2020. [doi]

Authors

Ya-Jun Cai

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Yingjia Wang

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Juzhi Zhang

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