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Issue Date Type Title
2003 Article The Impact of E-Services Failures and Customer Complaints on Electronic Commerce Customer Relationship Management

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

Citation : Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, vol. 16, pp. 106-118, 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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