Further Reading

Ghosh, S. (1998), Making business sense of the internet, Harvard Business Review, 76 (2), pp. 126-135.

Katsikeas, C.S., Goode, M.M.H. and Katsikea, E. (2000), Sources of power in international marketing channels, Journal of Marketing Management, 16 (1-3), pp. 185-202.

Naumann, E. and Jackson, D.W. (1999), One more time: how do you satisfy customers? Business Horizons, 42 (3), pp. 71-76.

Smith, A.K., Bolton, R.N. and Wagner, J. (1999), A model of customer satisfaction with service encounters involving failure and recovery, Journal of Marketing Research, 36 (3), pp. 356362.

Stank, T.R, Daugherty, R and Ellinger, A.E. (1998), Pulling customers closer through logistics services, Business Horizons, 41 (5), p. 74; (7) InfoTrac http://www.galegroup.com/.

Walsh, J. and Godfrey, S. (2000), The internet: a new era in customer service, European Management Journal, 18 (1), pp. 85-92.

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