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  • van Dolen, W. M., Dabholkar, P. A., & de Ruyter, J. C. (2007). Satisfaction with Online Commercial Group Chat: The Influence of Perceived Technology Attributes, Chat Group Characteristics, and Advisor Communication Style. Journal of Retailing, 83(3), 339-358. https://doi.org/10.1016/j.jretai.2007.03.004
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