The Impact of IT-Enabled Customer Experience Management on Service Perceptions and Performance. - Daniele Marchesani; Gabriele Piccoli; Tsz-Wai Lui (ENTER, 2017)

"What can I(S) do for you?": How technology enables service providers to elicit customers' preferences and deliver personalized service. - Dario Bonaretti; Marcin Bartosiak; Tsz-Wai Lui; Gabriele Piccoli; Daniele Marchesani (Inf. Manag., 2020)