Helm, G.R. and Sinha, K.K. (2001) A Product-Process Matrix for Electronic B2C Operations Implications for the Delivery of Customer Value. Journal of Service Research, 3, 286-299. - References

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Helm, G.R. and Sinha, K.K. (2001) A Product-Process Matrix for Electronic B2C Operations: Implications for the Delivery of Customer Value. Journal of Service Research, 3, 286-299.
http://dx.doi.org/10.1177/109467050134002

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