@article {1970321,
	title = {The Effect of Pre- and Post-Service Encounter Performance on Consumer Evaluation of Online Retailors},
	journal = {Decision Support Systems},
	volume = {52},
	year = {2012},
	month = {2012},
	pages = {415-426},
	keywords = {Management},
	author = {Park,I. and Cho,Jeewon and Rao,H.R}
}