How Do Customers Judge Quality in an E-tailer? Online retailers must distinguish themselves in three aspects of a transaction: Customer interaction with the Web site, delivery of the product and ability to address problems when they occur
| Year of publication: |
2006
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|---|---|
| Authors: | Collier, Joel E. ; Bienstock, Carol C. |
| Published in: |
MIT sloan management review. - Cambridge, Mass : MIT, ISSN 1532-9194, ZDB-ID 2039388X. - Vol. 48.2006, 1, p. 35-40
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