Hello Google Answers:

I would like:

Academic (well referenced) articles that specifically relate to online
customer service or if you prefer eCustomer Service.

More specifically: online customer service models and frameworks.

Even more specifically: online customer service models, frameworks and
referenced data that relate to (a) online hotel sales & after sales
(b) online travel and tourism industry sales & after sales.

I?m not particularly interested in various or individual companies
offerings on this subject or their marketing pitch.

Thanks