Redress procedures expected by consumers during a business-to-consumer e-commerce dispute. - Chin Eang Ong; David Teh (Electron. Commer. Res. Appl., 2016)

A Study of Customer Resolution Management: the Influence of Effective Complaint-Handling Procedures on Consumer Decisions to shop Online. - Chin Eang Ong; David Teh (ECIS, 2019)