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The impact of product category on customer dissatisfaction in cyberspace
2003
Business Process Management Journal
How do online customers judge a product's attributes in cyberspace? Previous studies of online product category suggest that all goods are not equal on the Web, because products have different attributes. Furthermore, the literature assumes that the customer's ability to evaluate product quality on the Web differs according to product attributes. Based on these considerations, the purpose of this study is to determine whether a customer's dissatisfaction and propensity to complain on the Web
doi:10.1108/14637150310496730
fatcat:ogvemnts4rckzhxskpp5l4srse