Customer Service in Social Media: An Empirical Study of the Airline Industry. - Matthias Carnein; Leschek Homann; Heike Trautmann; Gottfried Vossen; Karsten Kraume (BTW (Workshops), 2017)

Towards Efficient and Informative Omni-Channel Customer Relationship Management. - Matthias Carnein; Markus Heuchert; Leschek Homann; Heike Trautmann; Gottfried Vossen; Jörg Becker 001; Karsten Kraume (ER Workshops, 2017)

How a Global Customer Service Leader is Using a Reference Model to Structure Its Transformation While Remaining Fast and Agile. - Karsten Kraume; Klaus Voormanns; Jiaqing Zhong (The Art of Structuring, 2019)

Enhancing Traditional Recommender Systems via Social Communities. - Leschek Homann; Denis Mayr Lima Martins; Gottfried Vossen; Karsten Kraume (Vietnam. J. Comput. Sci., 2019)

Seven Paradoxes of Business Process Management in a Hyper-Connected World. - Daniel Beverungen; Joos C. A. M. Buijs; Jörg Becker 001; Claudio Di Ciccio; Wil M. P. van der Aalst; Christian Bartelheimer; Jan vom Brocke; Marco Comuzzi; Karsten Kraume; Henrik Leopold; Martin Matzner; Jan Mendling; et al. (Bus. Inf. Syst. Eng., 2021)