The impact of IT-enabled customer service systems on service personalization, customer service perceptions, and hotel performance / Gabriele Piccoli, Tsz-Wai Lui and Bettina Grün
COTA(S): RE-1193
Social media affordances: Enabling customer engagement / Francesca Cabiddu, Manuela De Carlo, Gabriele Piccoli
COTA(S): RE-1253