Balaji Padmanabhan, Alan R. Hevner, Michael Cuenco, Crystal Shi. From information to operations: Service quality and customer retention. ACM Trans. Management Inf. Syst., 2(4):21, 2011. [doi]
@article{PadmanabhanHCS11,
title = {From information to operations: Service quality and customer retention},
author = {Balaji Padmanabhan and Alan R. Hevner and Michael Cuenco and Crystal Shi},
year = {2011},
doi = {10.1145/2070710.2070712},
url = {http://doi.acm.org/10.1145/2070710.2070712},
researchr = {https://researchr.org/publication/PadmanabhanHCS11},
cites = {0},
citedby = {0},
journal = {ACM Trans. Management Inf. Syst.},
volume = {2},
number = {4},
pages = {21},
}