00426pab a2200145 454500008004000000100001600040245010600056260000900162300001400171362000800185650002700193700001900220700002300239773001800262180718b2005   xxu||||| |||| 00| 0 eng d  aRay, Gautam  aInformation technology and the performance of the customer service process: a resource-based analysis  c2005  ap.625-52.  aDec  aInformation technology  aBarney, Jay B.  aMuhanna, Waleed A.  aMIS Quarterly