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. (2003). Using the service encounter model to enhance our understanding of business-to-consumer transactions in an electronic environment. In Proceedings of the 16th Bled eCommerce Conference.
15Massad.pdf (191.78 KB). (2006). Customer satisfaction with electronic service encounters. International Journal Of Electronic Commerce, 10(4), 73–104. https://doi.org/10.2753/JEC1086-4415100403
ijec2006 (275.09 KB)