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Issue Date Type Title
2006 Book Chapter Using Electronic Customer Relationship Management to Maximize/Minimize Customer Satisfaction/Dissatisfaction

Cho, Yoon Cheong, Fjermestad, Jerry

Book : Electronic Customer Relationship ManagementPublisher : M.E. Sharpe, Inc.
2003 Article The Impact of Product Category on Customer Dissatisfaction in Cyberspace

Cho, Yoon Cheong, Im, Il, Fjermestad, Jerry, Hiltz, Starr Roxanne

Citation : BUSINESS PROCESS MANAGEMENT JOURNAL, v.9, no.5, pp.635 - 651, 2003
2002 Article The Effects of Post-Purchase Evaluation Factors on Online vs. Offline Customer Complaining Behavior: Implications for Customer Loyalty

Cho, Yoon Cheong, Im, Il, Hiltz, Roxanne, Fjermestad, Jerry

Citation : Advances in Consumer Research, vol. 29, no. 1, pp. 318-326, 2002
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