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Purpose – Radio frequency identification (RFiD) programs are being mandated by many entities, such as Wal‐Mart and the Department of Defense, but what factors lead to successful implementation of these programs by their business partners? Design/methodology/approach – This paper is...
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Purpose – This paper aims to present the development of a scale, off‐site customer service (OCS), which assesses the factors that are important in consumer evaluation of an off‐site customer service contact method (e.g. website or telephone). Design/methodology/approach – A scale is...
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