@article {1979666,
	title = {A consumer perspective of service failure and recovery in online retailing in the U.S},
	year = {2010},
	month = {2010},
	address = {Seoul, Korea},
	keywords = {Design Program, Merchandising Management},
	author = {Park,M and Kim,Minjeong}
}
@article {1979656,
	title = {The study of comparisons between Korean and American consumers{\textquoteright} online shopping experiences: Focusing on service failure and recovery},
	year = {2010},
	month = {2010},
	address = {Daegu, Korea},
	keywords = {Design Program, Merchandising Management},
	author = {Park,M and Kim,Minjeong}
}
@article {1979706,
	title = {Service failure in online retailing: A content analysis of consumer complaints},
	year = {2008},
	month = {2008},
	address = {Chicago, IL},
	keywords = {Design Program, Merchandising Management},
	author = {Kim,Minjeong and Park,M and Mullis,K}
}