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- Chapter III Two Models of Online Patronage: Why Do Consumers Shop on the Internet?
- Chapter X Converting Browsers to Buyers: Key Considerations in Designing Business-to-Consumer Web Sites
- Chapter XIV Product Catalog and Shopping Cart Effective Design
- Chapter XVI Turning Web Surfers into Loyal Customers: Cognitive Lock-In Through Interface Design and Web Site Usability
- Chapter XVIII Web Systems Design, Litigation, and Online Consumer Behavior