ERP Systems Implementation: a Knowledge-focused Perspective. - Jimmy C. Huang; Sue Newell; Shan Ling Pan; Brad Poulson (J. Decis. Syst., 2001)

Customer Relationship Management: Beyond A Commodity Process. - Brad Poulson; Jimmy C. Huang; Sue Newell; Robert D. Galliers (AMCIS, 2004)

Reversing the Trend of Commoditization: A Case Study of the Strategic Planning and Management of a Call Center. - Brad Poulson; Jimmy C. Huang; Sue Newell; Robert D. Galliers (ICEIS (3), 2004)

Deriving Value from a Commodity Process: a Case Study of the Strategic Planning and Management of a Call Center. - Jimmy C. Huang; Sue Newell; Brad Poulson; Robert D. Galliers (ECIS, 2005)

Creating value from a commodity process: a case study of a call center. - Jimmy C. Huang; Sue Newell; Brad Poulson; Robert D. Galliers (J. Enterp. Inf. Manag., 2007)