Consumers, channels and communication: Online and offline communication in service consumption.

Geke van Dijk Shailey Minocha Angus Laing Consumers, channels and communication: Online and offline communication in service consumption. 7-19 2007 19 Interacting with Computers 1 http://dx.doi.org/10.1016/j.intcom.2006.07.007 db/journals/iwc/iwc19.html#DijkML07