Papers
. (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). (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)