E-satisfaction and e-loyalty: A continge
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Rolph E. Anderson; Srini S. Srinivasan
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Article
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2003
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John Wiley and Sons
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English
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## Abstract The authors investigate the impact of satisfaction on loyalty in the context of electronic commerce. Findings of this research indicate that although eโsatisfaction has an impact on eโloyalty, this relationship is moderated by (a) consumers' individual level factors and (b) firms' busin