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1.

Consumer responses to online retailer's service recovery after a service failure
by Lin, Hsin-Hui

Managing Service Quality: An International Journal, 06 September 2011, Vol.21(5), pp.511-534

17.

Determinants of user acceptance of Internet banking: an empirical study
by Wang, Yi-Shun

International Journal of Service Industry Management, 01 December 2003, Vol.14(5), pp.501-519

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