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Electronic logistics service quality (e-LSQ) : its impact on the customer's purchase satisfaction and retention
Rao, Shashank; Goldsby, Thomas J.; Griffis, Stanley E.; … - In: Journal of business logistics : JBL 32 (2011) 2, pp. 167-179
Persistent link: https://www.econbiz.de/10009238778
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Failure to deliver? : linling online order fulfillment glitches with future purchase behavior
Rao, Shashank; Griffis, Stanley E.; Goldsby, Thomas J. - In: Journal of operations management 29 (2011) 7/8, pp. 692-703
Persistent link: https://www.econbiz.de/10009347969
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Linking order fulfillment performance to referrals in online retailing : an empirical analysis
Griffis, Stanley E.; Rao, Shashank; Goldsby, Thomas J.; … - In: Journal of business logistics : JBL 33 (2012) 4, pp. 279-294
Persistent link: https://www.econbiz.de/10009709112
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The customer consequences of returns in online retailing : an empirical analysis
Griffis, Stanley E.; Rao, Shashank; Goldsby, Thomas J.; … - In: Journal of operations management 30 (2012) 4, pp. 282-294
Persistent link: https://www.econbiz.de/10009550082