An Empirical Study to Assess the Use of a New Web-Based Customer Services System. - Niklas Johansson; Ulrika Mollstedt (AMCIS, 2004)

Revisiting Amit and Zott's model of value creation sources: The SymBelt Customer Center case. - Niklas Johansson; Ulrika Mollstedt (J. Theor. Appl. Electron. Commer. Res., 2006)