@article{ddd5136d6bff4e18b360045f832bac29,
title = "Monitoring value-in-use of e-service",
keywords = "Electronic commerce, Customer satisfaction, Services marketing, MULTIPLE-ITEM SCALE, SELF-SERVICE, CONSUMER PERCEPTIONS, DOMINANT LOGIC, EXPERIENTIAL VALUE, CONCEPTUAL-MODEL, QUALITY, TECHNOLOGY, ENCOUNTERS, ENVIRONMENT",
author = "Kristina Heinonen and Tore Strandvik",
year = "2009",
doi = "10.1108/09564230910936841",
language = "English",
volume = "20",
pages = "33--51",
journal = "Journal of Service Management",
issn = "1757-5818",
publisher = "Emerald Group Publishing",
number = "1",
}