Nelson Massad, Robert Heckman, Kevin Crowston. Customer Satisfaction with Electronic Service Encounters. Int. J. Electronic Commerce, 10(4):73-104, 2006. [doi]
@article{MassadHC06,
title = {Customer Satisfaction with Electronic Service Encounters},
author = {Nelson Massad and Robert Heckman and Kevin Crowston},
year = {2006},
doi = {10.2753/JEC1086-4415100403},
url = {http://dx.doi.org/10.2753/JEC1086-4415100403},
researchr = {https://researchr.org/publication/MassadHC06},
cites = {0},
citedby = {0},
journal = {Int. J. Electronic Commerce},
volume = {10},
number = {4},
pages = {73-104},
}