@book{66879,
	author = {de Ruyter, Dr. Ko. and ebrary, Inc.},
	title = {Research in e-service},
	publisher = {Emerald Group Pub,},
	year = {c2002.},
	series = {International Journal of Service Industry Management. No. 5 ;},
	address = {Bradford, England :},
	url = {https://ezproxy.taylors.edu.my/login?url=http://site.ebrary.com/lib/taylorscollege/Doc?id=10052791}
}