Book Section

de Ruyter, K. and van Laer, T. (2014). It's the social, stupid! Leveraging the 4C markers of social in online service delivery. In: Rust, R. T. and Huang, M. H. (Eds.), Handbook of Service Marketing Research. (pp. 413-436). Cheltenham, UK: Edward Elgar Publishing. ISBN 9780857938855