The Impact of Animation on Visual Search Tasks in a Web Environment: A Multi-Year Study. - Ping Zhang 002; Nelson Massad (AMCIS, 2003)

Using the Service Encounter Model to Enhance Our Understanding of Business-To-Consumer Transactions in an eEnvironment. - Kevin Crowston; Nelson Massad (Bled eConference, 2003)

A tentative proposal: improving information assurance risk analysis models for small- and medium-sized enterprises through adoption of an open development model. - John C. Beachboard; Alma Cole; Mike Mellor; Steven Hernandez; Kregg Aytes; Nelson Massad (InfoSecCD, 2006)

Customer Satisfaction with Electronic Service Encounters. - Nelson Massad; Robert Heckman; Kevin Crowston (Int. J. Electron. Commer., 2006)

A Taxonomy of Service Failures in Electronic Retailing. - Nelson Massad; John C. Beachboard (HICSS, 2008)

Service Failure and Recovery in Electronic Retailing: An Investigation of Product-Oriented and Service-Oriented Transactions. - Nelson Massad; John C. Beachboard (Inf. Resour. Manag. J., 2009)

Encounter Satisfaction in E-tailing: Are the Relationships of Order Fulfillment Service Quality with its Antecedents and Consequences Moderated by Historical Satisfaction? - Xenophon Koufteros; Cornelia Dröge; Gregory R. Heim; Nelson Massad; Shawnee K. Vickery (Decis. Sci., 2014)