The Customer's Perspective Sociological Accounts of E-Commerce Encounters. - Shailey Minocha; Lisa Dawson; Ann Blandford; Dave Roberts (ICWI, 2003)

Exploring the Total Customer Experience (TCE): Usability Evaluations of (B2C) E-Commerce Environments. - Shailey Minocha; Lisa Dawson (INTERACT, 2003)

Integrating Customer Relationship Management Strategies in (B2C) E-Commerce Environments. - Shailey Minocha; Nicola Millard; Lisa Dawson (INTERACT, 2003)