Facilitating coordination in customer support teams: a framework and its implications for the design of information technology

Redesigning the customer support process for the electronic economy: insights from storage dimensions

MIS Quarterly

Evaluating the CMM Level 3 KPA of Intergroup Coordination: A theory-based approach

Information Technology and Management

Information flow parameters for managing organizational processes

Communications of the ACM

Quality and effectiveness in web-based customer support systems

Information and Management

The effects of web-based technologies on knowledge transfer

Communications of the ACM - Creating a science of games

Towards Coordination Preparedness of Soft-Target Organisation

EGOV '09 Proceedings of the 8th International Conference on Electronic Government

Understanding the service component of application service provision: empirical analysis of satisfaction with ASP services

MIS Quarterly

An empirical investigation of net-enabled business value

MIS Quarterly

Managing Information Access in Data-Rich Enterprises with Escalation and Incentives

International Journal of Electronic Commerce