Service with an E-Smile: Employee Authenticity and Customer Usage of Web-Based Services. - Ofir Turel; Catherine E. Connelly; Glenda M. Fisk (HICSS, 2011)

Service with an e-smile: Employee authenticity and customer use of web-based support services. - Ofir Turel; Catherine E. Connelly; Glenda M. Fisk (Inf. Manag., 2013)