Luuk P. A. Simons, Mark de Reuver, David J. Langley, Roelien Attema-van Waas, Maarten C. Hoeve, Femke Hulsbergen, Nicole de Koning. Web vs Phone based Service Experiences: Effects of Emotions on Customer Satisfaction Across Sectors. In 24th Bled eConference: eFuture Creating Solutions for the Individual, Organisations and Society, Bled, Slovenia, June 12-15, 2011. pages 52, 2011. [doi]
Abstract is missing.