After the sale: leveraging maintenance with information technology.

Supporting the search for competitive advantage

Journal of Management Information Systems

Business process change and organizational performance: exploring an antecedent model

Journal of Management Information Systems - Special section: The impacts of business process change on organizational performance

High tech, high touch: The effect of employee skills and customer heterogeneity on customer satisfaction with enterprise system support services

Decision Support Systems

Intelligent Products: A survey

Computers in Industry

E-service quality competition through personalization under consumer privacy concerns

Electronic Commerce Research and Applications