@inproceedings{61e0c0dc6f914b76aca05017842ff066,
title = "Web- vs Phone-based Service Experiences: Effects of emotions on customer satisfaction across sectors",
keywords = "Conf.proc. > 3 pag",
author = "LPA Simons and {de Reuver}, GA and D Langley and {Attema-van Waas}, R and MC Hoeve and F Hulsbergen and {de Koning}, N",
year = "2011",
language = "English",
publisher = "AIS Electronic Library",
pages = "114--127",
editor = "A Pucihar and N Wickramasinghe",
booktitle = "Proceedings 24th Bled eConference 2011",
note = "24th Bled eConference eFuture: Creating Solutions for the Individual, Organisations and Society ; Conference date: 12-06-2011 Through 15-06-2011",
}