Montoya-Weiss, Mitzi, Glenn Voss and Dhruv Grewal (2003), “Determinants of Online Channel Use and Overall Satisfaction with a Relational, Multichannel Service Provider”, Journal of the Academy of Marketing Science, 31 (Fall), 448-458. Prior version of this paper received the Best Paper Award, Technology Track, Summer AMA 2000. Version of this was also published as a 2003 Marketing Science Institute Report. 49th most cited JAMS article as of 12/1/2011 on JAMS website.
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