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Keywords: Switching
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Journal Articles
International Journal of Retail & Distribution Management (2022) 50 (5): 561–580.
Published: 22 September 2021
... 05 2021 24 05 2021 08 07 2021 03 09 2021 © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only Customer satisfaction Customer service SEM Knowledge function Repurchase Switching H4. If staff provide accurate...
Journal Articles
International Journal of Retail & Distribution Management (2019) 47 (12): 1300–1317.
Published: 23 July 2019
... stay or switch?” Design/methodology/approach This study applied netnography and critical incident analysis to a pool of 1,004 reviews captured from forum and review sites dedicated to online grocery shopping. Findings Two broad dimensions of OCE, four attributes and 13 factors corresponding...
