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  • The effects of service and consumer product knowledge on online customer loyalty 

    Xu, Jingjun David; Benbasat, Izak; Cenfetelli, Ronald T. (Association for Information Systems, 2011)
    Customer loyalty is a key driver of financial performance for online firms. The effect of service quality on customer loyalty has been well established. Yet, there is a paucity of research that has studied the cost of ...