Kenneth Yap

Zone‐of‐tolerance moderates the service quality‐outcome relationship

Jillian C. Sweeney, J. Sweeney, K. Yap, 2007 .

To trust or not to trust: the consumer’s dilemma with e-banking

Randall Bak, David Wong, K. Yap, 2009 .

The Relationship between Electronic Word-Of-Mouth Motivations and Message Characteristics: The Sender's Perspective

Jillian C. Sweeney, J. Sweeney, K. Yap, 2013 .