手机银行服务质量提升任务书(2)
[9]Bauer, H. H., Falk, T. & Hammerschmidt, M.eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research,2006,59(7),866-875.
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[9]Bauer, H. H., Falk, T. & Hammerschmidt, M.eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research,2006,59(7),866-875.