Social Media Analytics in Customer Service: A Literature Overview - An Overview of Literature and Metrics Regarding Social Media Analysis in Customer Service. - Volker Stich; Roman Emonts-Holley; Roman Senderek (WEBIST, 2015)

Development of Maturity Levels for Agile Industrial Service Companies. - Achim Kampker; Jana Frank; Roman Emonts-Holley; Philipp Jussen (APMS (2), 2018)