Gabriele Piccoli, Tsz-Wai Lui, Bettina Grün,
"The Impact of IT-Enabled Customer Service Systems on Service Personalization, Customer Service Perceptions, and Hotel Performance"
, in Tourism Management, Vol. 59, Seite(n) 349-362, 2017, ISSN: 1879-3193
Original Titel:
The Impact of IT-Enabled Customer Service Systems on Service Personalization, Customer Service Perceptions, and Hotel Performance