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2000 – 2009
- 2009
[j5]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. Decis. Sci. 40(3): 403-430 (2009)- 2005
- [j4]Richard T. Watson, Gabriele Piccoli, M. Kathryn Brohman, A. Parasuraman:
Customer-Managed Interactions: A New Paradigm for Firm-Customer Relationships. MIS Q. Executive 4(2): 6 (2005) - [c2]M. Kathryn Brohman, Richard T. Watson, Gabriele Piccoli, A. Parasuraman:
NCSS Process Completeness: Construct Development and Preliminary Validation. HICSS 2005 - 2004
- [j3]Gabriele Piccoli, M. Kathryn Brohman, Richard T. Watson, A. Parasuraman:
Net-Based Customer Service Systems: Evolution and Revolution in Web Site Functionalities. Decis. Sci. 35(3): 423-455 (2004) - [j2]Zhen Zhu, K. Sivakumar, A. Parasuraman:
A Mathematical Model of Service Failure and Recovery Strategies. Decis. Sci. 35(3): 493-525 (2004) - 2003
- [j1]M. Kathryn Brohman, Richard T. Watson, Gabriele Piccoli, A. Parasuraman:
Data completeness: a key to effective net-based customer service systems. Commun. ACM 46(6): 47-51 (2003) - 2002
- [c1]M. Kathryn Brohman, A. Parasuraman, Gabriele Piccoli:
Customer Service and Network Completeness. Bled eConference 2002: 11
Coauthor Index
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