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	title = {The Effect of Pre- and Post-Service Encounter Performance on Consumer Evaluation of Online Retailors},
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	volume = {52},
	year = {2012},
	month = {2012},
	pages = {415-426},
	keywords = {Management},
	author = {Park,I. and Cho,Jeewon and Rao,H.R}
}
@article {1977206,
	title = {An Investigation of A Satisfaction Formation Process in Online Shopping: An Alternative Approach},
	year = {2010},
	month = {2010},
	address = {St. Louis, MO},
	keywords = {Management},
	author = {Park,I. and Cho,Jeewon and Rao,H.R}
}
