Session: Dimensions of eService
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Two papers: 1.e-Service Quality Dimensions and the Importance of Customer Delight. Presenter: Adam Finn, University of Alberta. 2. Differentiating the Service Firm: e-CRM and Healthcare. Presenter: Raymond A. Patterson, University of Alberta. Co-authors: L.C. Burr, Eric Rolland, and Keith F. Ward Discussant: Trevor Poapst, Omni Corporation
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http://purl.org/coar/resource_type/R60J-J5BD
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en