Grewal, Dhruv Joan Lindsey-Mullikin, and Jeanne Munger (2003), “Loyalty in e-Tailing: A Conceptual Framework,” Journal of Relationship Marketing, 2 (3/4), 31-49. Reprinted in Customer Relationship Marketing in Electronic Markets (2003), Gopalkrishnan R. Iyer and David Bejou (Editors), Hawthorne Press Inc, 31-50. (invited and reviewed thought leader paper).
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