Dimensions of e-return service quality: conceptual refinement and directions for measurement

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DOI:10.1108/jstp-09-2021-0191
作者：S. Saxena,?Vaibhav Chawla,?J. T?htinen
文献类型：期刊论文
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Abstract：PurposeResearch regarding the quality of e-tailers’ service during product returns is sparse and the little that has been performed treats returns as recovery from failure. However, that vie

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