@article {1973481,
	title = {Determinants of Online Channel Use and Overall Satisfaction with a Relational, Multichannel Service Provider},
	journal = {Journal of the Academy of Marketing Science},
	volume = {31},
	year = {2003},
	month = {2003},
	pages = {448-458},
	keywords = {Marketing},
	author = {Montoya,Mitzi and Voss,G. and Grewal,D.}
}