Gaspar, Marcos Antonio; Donaire, Denis; Santos, Silvio … - In: International Journal of Economics and Accounting 1 (2010) 4, pp. 360-374
The fast growing of e-commerce proceeded in profits for many companies. Its application associated to well-designed workflows, i.g., the virtual customer care procedures, can benefit the companies by building long term competitive advantages. This study analysed the virtual customer care of ten...