business-to-consumer web sites C. Ranganathana,*, Shobha Ganapathyb a Department of Information & Decision Sciences, University of Illinois at Chicago, 2402 University Hall, 601 South Morgan Street, MC 294, Chicago, IL 60607-7124, USA b Customer Relationship Management Group, Atlanta, USA Received 15 July 2000; received in revised form 15 January 2001; accepted 16 March 2001 Abstract The rapid growth in the electronic commerce over the Internet has fuelled predictions and speculations about what makes a…
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