Customer Service and Network Completeness. - M. Kathryn Brohman; A. Parasuraman; Gabriele Piccoli (Bled eConference, 2002)

Data completeness: a key to effective net-based customer service systems. - M. Kathryn Brohman; Richard T. Watson; Gabriele Piccoli; A. Parasuraman (Commun. ACM, 2003)

Net-Based Customer Service Systems: Evolution and Revolution in Web Site Functionalities. - Gabriele Piccoli; M. Kathryn Brohman; Richard T. Watson; A. Parasuraman (Decis. Sci., 2004)

A Mathematical Model of Service Failure and Recovery Strategies. - Zhen Zhu; K. Sivakumar; A. Parasuraman (Decis. Sci., 2004)

NCSS Process Completeness: Construct Development and Preliminary Validation. - M. Kathryn Brohman; Richard T. Watson; Gabriele Piccoli; A. Parasuraman (HICSS, 2005)

Customer-Managed Interactions: A New Paradigm for Firm-Customer Relationships. - Richard T. Watson; Gabriele Piccoli; M. Kathryn Brohman; A. Parasuraman (MIS Q. Executive, 2005)

A Design Theory Approach to Building Strategic Network-Based Customer Service Systems. - M. Kathryn Brohman; Gabriele Piccoli; Patrick Martin 001; Farhana H. Zulkernine; A. Parasuraman; Richard T. Watson (Decis. Sci., 2009)