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      Usability beyond the website: An empirically-grounded e-commerce evaluation instrument for the total customer experience

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      Behaviour & Information Technology
      Informa UK Limited

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          Customer Loyalty: Toward an Integrated Conceptual Framework

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            The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

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              Building Great Customer Experiences

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                Author and article information

                Journal
                Behaviour & Information Technology
                Behaviour & Information Technology
                Informa UK Limited
                0144-929X
                1362-3001
                March 2006
                March 2006
                : 25
                : 2
                : 189-203
                Article
                10.1080/01449290500331198
                8daab075-0453-4aaf-a903-27a80394ff6a
                © 2006
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