Service failures and customer defection: a closer look at online shopping experiences

Managing Service Quality: An International Journal

Volumn 12, Issue 1, 2002, Pages 19-29

  Ahmad, Sohel ^a  

^a ST CLOUD STATE UNIVERSITY   (United States)

Author keywords

Complaints; Customer loyalty; Guarantees; Online computing; Shopping

Indexed keywords

EID: 13244281922     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520210415362     Document Type: Article

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