Anuj Kumar, Rahul Telang. Does the Web Reduce Customer Service Cost? Empirical Evidence from a Call Center. Information Systems Research, 23(3-1):721-737, 2012. [doi]
@article{KumarT12,
title = {Does the Web Reduce Customer Service Cost? Empirical Evidence from a Call Center},
author = {Anuj Kumar and Rahul Telang},
year = {2012},
doi = {10.1287/isre.1110.0390},
url = {http://dx.doi.org/10.1287/isre.1110.0390},
researchr = {https://researchr.org/publication/KumarT12},
cites = {0},
citedby = {0},
journal = {Information Systems Research},
volume = {23},
number = {3-1},
pages = {721-737},
}