Customer Experience Versus Process Efficiency: Towards an Analytical Framework About Ambidextrous BPM. - Patrick Afflerbach; Leonhard Frank (ICIS, 2016)

Emergent User Roles of a Digital Workplace: A Network Analysis Based on Trace Data. - Leonhard Frank; Henner Gimpel; Marco Schmidt; Manfred Schoch (ICIS, 2017)

Do Not Forget About Smart Towns - How to Bring Customized Digital Innovation to Rural Areas. - Sabiölla Hosseini; Leonhard Frank; Gilbert Fridgen; Sebastian Heger (Bus. Inf. Syst. Eng., 2018)

Kundenzentriertes vs. effizientes Prozessdesign in einer digitalen Welt - Auswirkungen von Prozess-Design-Entscheidungen auf die (Digital) Customer Experience. - Leonhard Frank (HMD Prax. Wirtsch., 2018)