Gabriele Piccoli, M. Kathryn Brohman, Richard T. Watson, A. Parasuraman. Net-Based Customer Service Systems: Evolution and Revolution in Web Site Functionalities. Decision Sciences, 35(3):423-455, 2004. [doi]
@article{PiccoliBWP04,
title = {Net-Based Customer Service Systems: Evolution and Revolution in Web Site Functionalities},
author = {Gabriele Piccoli and M. Kathryn Brohman and Richard T. Watson and A. Parasuraman},
year = {2004},
doi = {10.1111/j.0011-7315.2004.02620.x},
url = {http://dx.doi.org/10.1111/j.0011-7315.2004.02620.x},
researchr = {https://researchr.org/publication/PiccoliBWP04},
cites = {0},
citedby = {0},
journal = {Decision Sciences},
volume = {35},
number = {3},
pages = {423-455},
}