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Users' perceptions of the free, virtual-only service experience (2009)
Journal Article
Yilmazsoy, B., Saad, M., & Cicmil, S. (2009). Users' perceptions of the free, virtual-only service experience. Service Industries Journal, 29(7), 1007-1019. https://doi.org/10.1080/02642060902749856

Using two stages of large-scale empirical data collection and analysis, this article presents a first attempt to develop a scale (netQ) for measuring the quality of free, virtual-only service experience. In the first stage, based on responses to an o... Read More about Users' perceptions of the free, virtual-only service experience.