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Does the Quality of Online Customer Experience Create a Sustainable Competitive Advantage? (43p PDF) Posted by Customer Passion LLC | September 25th, 2005

If differences in the quality of online customer experiences provide a long-term competitive advantage, we would expect a positive relation between quality of online customer experience and shareholder value. Skeptics, however, argue that any advantage arising from online customer experiences would simply be competed away through imitation and innovation.

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