Gummerus, Johanna; Liljander, Veronica; Pura, Minna; … - In: Journal of Services Marketing 18 (2004) 3, pp. 175-186
Past e‐service research has largely concentrated on customer responses to online retailers. The present study sheds light on the determinants of customer loyalty to a content‐based service, a healthcare Web site. Content‐based service providers must build a loyal customer base in order to...