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| Issue Date | Type | Title |
|---|---|---|
| 2003 | Article | The Impact of Product Category on Customer Dissatisfaction in Cyberspace Citation : BUSINESS PROCESS MANAGEMENT JOURNAL, v.9, no.5, pp.635 - 651, 2003 |
| 2003 | Article | The Impact of E-Services Failures and Customer Complaints on Electronic Commerce Customer Relationship Management Citation : Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, vol. 16, pp. 106-118, 2003 |
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