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How customer experience incongruence affects omnichannel customer retention : the moderating role of channel characteristics
Gao, Wei; Li, Wenqian; Fan, Hua; Jia, Xingping - In: Journal of retailing and consumer services 60 (2021), pp. 1-9
Persistent link: https://www.econbiz.de/10012502708
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(Im)balanced customer-oriented behaviors and AI chatbots' efficiency-flexibility performance : the moderating role of customers' rational choices
Fan, Hua; Han, Bing; Gao, Wei - In: Journal of retailing and consumer services 66 (2022), pp. 1-11
Persistent link: https://www.econbiz.de/10013209684