The authors gratefully acknowledge the funding provided by Teradata, a division of NCR, and the Marketing Science Institute that made the research reported in this article possible.
Net-Based Customer Service Systems: Evolution and Revolution in Web Site Functionalities*
Version of Record online: 9 JUL 2004
Volume 35, Issue 3, pages 423–455, August 2004
How to Cite
Piccoli, G., Brohman, M. K., Watson, R. T. and Parasuraman, A. (2004), Net-Based Customer Service Systems: Evolution and Revolution in Web Site Functionalities. Decision Sciences, 35: 423–455. doi: 10.1111/j.0011-7315.2004.02620.x
- Issue online: 9 JUL 2004
- Version of Record online: 9 JUL 2004
- [Received: February 2003. Accepted: January 2004.]
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