Abstract
Technological disruptions like Artificial Intelligence, Virtual Reality, Augmented Reality, etc. pave the way for a deeply immersive hyperconnected customer-brand interaction platform, Metaverse. Metaverse attracts enormous interest and investments from global tech companies like Google, Microsoft, Apple, and Facebook. McKinsey & Company projects the economic value of metaverse to reach USD 5 trillion by 2030. Leading researchers have provided broad research agendas for marketing research in academia; customer experience, customer engagement, and customer-brand interactions are critical aspects of the academic discussion. This research presents a customer adoption framework by integrating the facets of technology adoption, customer experience, customer engagement, and customer-related moderators. This research will streamline the academic conversation of metaverse marketing by presenting relationships among the expected motivational and inhibiting factors, customer experience and engagement factors, and the response factors from the customer adoption perspective. The framework will provide precise research directions for academia to extend the academic conversation of metaverse from conceptual to empirical research. Future researchers from academia and industry can utilize the framework for developing research models to study customer adoption of a metaverse in various domains like gaming, entertainment, retail, healthcare, education, etc.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Aboelmaged, M., Hashem, G., & Mouakket, S. (2021). Predicting subjective well-being among mHealth users: A readiness—Value model. International Journal of Information Management, 56, 102247. https://doi.org/10.1016/j.ijinfomgt.2020.102247
Agarwal, J., Das, G., & Spence, M. T. (2022). Online group buying behavior: A study of experiential versus material purchases. Psychology & Marketing, 39(10), 1946–1963. https://doi.org/10.1002/mar.21710
Agarwal, R., & Karahanna, E. (2000). Time flies when you’re having fun: Cognitive absorption and beliefs about information technology usage. MIS Quarterly, 24(4), 665. https://doi.org/10.2307/3250951
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. https://doi.org/10.1016/0749-5978(91)90020-T
Ali, O., Abdelbaki, W., Shrestha, A., Elbasi, E., Alryalat, M. A. A., & Dwivedi, Y. K. (2023). A systematic literature review of artificial intelligence in the healthcare sector: Benefits, challenges, methodologies, and functionalities. Journal of Innovation & Knowledge, 8(1), 100333. https://doi.org/10.1016/j.jik.2023.100333
Ambika, A., Belk, R., Jain, V., & Krishna, R. (2023). The road to learning “who am I” is digitized: A study on consumer self‐discovery through augmented reality tools. Journal of Consumer Behaviour, cb.2185. https://doi.org/10.1002/cb.2185
Ameen, N., Cheah, J., & Kumar, S. (2022). It’s all part of the customer journey: The impact of augmented reality, chatbots, and social media on the body image and self-esteem of Generation Z female consumers. Psychology & Marketing, 39(11), 2110–2129. https://doi.org/10.1002/mar.21715
Ayyagari, R., Grover, V., & Purvis, R. L. (2011). Technostress: Technological antecedents and implications. MIS Quarterly, 35(4), 831. https://doi.org/10.2307/41409963
Bandura, A. (2001). Social cognitive theory: An agentic perspective. Annual Review of Psychology, 52(1), 1–26. https://doi.org/10.1146/annurev.psych.52.1.1
Balakrishnan, J., & Dwivedi, Y. K. (2021). Role of cognitive absorption in building user trust and experience. Psychology & Marketing, 38(4), 643–668. https://doi.org/10.1002/mar.21462
Ball, M. (2022). The Metaverse: And how it will revolutionize everything (First edition). Liveright Publishing Corporation, a Division of W.W. Norton & Company.
Bilgihan, A. (2016). Gen Y customer loyalty in online shopping: An integrated model of trust, user experience and branding. Computers in Human Behavior, 61, 103–113. https://doi.org/10.1016/j.chb.2016.03.014
Bilgihan, A., Kandampully, J., Zhang, T., & (Christina). (2016). Towards a unified customer experience in online shopping environments: Antecedents and outcomes. International Journal of Quality and Service Sciences, 8(1), 102–119. https://doi.org/10.1108/IJQSS-07-2015-0054
Branca, G., Resciniti, R., & Loureiro, S. M. C. (2023). Virtual is so real! Consumers’ evaluation of product packaging in virtual reality. Psychology & Marketing, 40(3), 596–609. https://doi.org/10.1002/mar.21743
Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271. https://doi.org/10.1177/1094670511411703
Buhalis, D., Harwood, T., Bogicevic, V., Viglia, G., Beldona, S., & Hofacker, C. (2019). Technological disruptions in services: Lessons from tourism and hospitality. Journal of Service Management, 30(4), 484–506. https://doi.org/10.1108/JOSM-12-2018-0398
Chandra, S., Srivastava, S., & Theng, Y.-L. (2012). Cognitive absorption and trust for workplace collaboration in virtual worlds: An information processing decision making perspective. Journal of the Association for Information Systems, 13(10), 797–835. https://doi.org/10.17705/1jais.00310
Cropanzano, R., & Mitchell, M. S. (2005). Social exchange theory: An interdisciplinary review. Journal of Management, 31(6), 874–900. https://doi.org/10.1177/0149206305279602
D’Alessandro, S., Carter, L., & Webster, C. (2023). Binge drinking: A review and research agenda. Journal of Consumer Behaviour, 22(1), 177–198. https://doi.org/10.1002/cb.2102
Damar, M. (2021). Metaverse shape of your life for future: A bibliometric snapshot. Journal of Metaverse, 1(1), 1–8. https://journalmetaverse.org/index.php/jm/article/view/article1
Das, G., & Varshneya, G. (2017). Consumer emotions: Determinants and outcomes in a shopping mall. Journal of Retailing and Consumer Services, 38, 177–185. https://doi.org/10.1016/j.jretconser.2017.06.008
Davis, A., Murphy, J., Owens, D., Khazanchi, D., & Zigurs, I. (2009). Avatars, people, and virtual worlds: Foundations for research in metaverses. Journal of the Association for Information Systems, 10(2), 90–117. https://doi.org/10.17705/1jais.00183
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319. https://doi.org/10.2307/249008
Dedeoglu, B. B., Bilgihan, A., Ye, B. H., Buonincontri, P., & Okumus, F. (2018). The impact of servicescape on hedonic value and behavioral intentions: The importance of previous experience. International Journal of Hospitality Management, 72, 10–20. https://doi.org/10.1016/j.ijhm.2017.12.007
Diener, E. (1984). Subjective well-being. Psychological Bulletin, 95(3), 542–575. https://doi.org/10.1037/0033-2909.95.3.542
Dwivedi, Y. K., Hughes, L., Baabdullah, A. M., Ribeiro-Navarrete, S., Giannakis, M., Al-Debei, M. M., Dennehy, D., Metri, B., Buhalis, D., Cheung, C. M. K., Conboy, K., Doyle, R., Dubey, R., Dutot, V., Felix, R., Goyal, D. P., Gustafsson, A., Hinsch, C., Jebabli, I., … Wamba, S. F. (2022). Metaverse beyond the hype: Multidisciplinary perspectives on emerging challenges, opportunities, and agenda for research, practice and policy. International Journal of Information Management, 66, 102542. https://doi.org/10.1016/j.ijinfomgt.2022.102542
Dwivedi, Y. K., Hughes, L., Wang, Y., Alalwan, A. A., Ahn, S. J. (Grace), Balakrishnan, J., Barta, S., Belk, R., Buhalis, D., Dutot, V., Felix, R., Filieri, R., Flavián, C., Gustafsson, A., Hinsch, C., Hollensen, S., Jain, V., Kim, J., Krishen, A. S., … Wirtz, J. (2023). Metaverse marketing: How the metaverse will shape the future of consumer research and practice. Psychology & Marketing, 40(4), 750–776. https://doi.org/10.1002/mar.21767
Dwivedi, Y. K., Ismagilova, E., Hughes, D. L., Carlson, J., Filieri, R., Jacobson, J., Jain, V., Karjaluoto, H., Kefi, H., Krishen, A. S., Kumar, V., Rahman, M. M., Raman, R., Rauschnabel, P. A., Rowley, J., Salo, J., Tran, G. A., & Wang, Y. (2021). Setting the future of digital and social media marketing research: Perspectives and research propositions. International Journal of Information Management, 59, 102168. https://doi.org/10.1016/j.ijinfomgt.2020.102168
Dwivedi, Y. K., Kshetri, N., Hughes, L., Rana, N. P., Baabdullah, A. M., Kar, A. K., Koohang, A., Ribeiro-Navarrete, S., Belei, N., Balakrishnan, J., Basu, S., Behl, A., Davies, G. H., Dutot, V., Dwivedi, R., Evans, L., Felix, R., Foster-Fletcher, R., Giannakis, M., … Yan, M. (2023). Exploring the Darkverse: A multi-perspective analysis of the negative societal impacts of the metaverse. Information Systems Frontiers. https://doi.org/10.1007/s10796-023-10400-x
Dwivedi, Y. K., Rana, N. P., Jeyaraj, A., Clement, M., & Williams, M. D. (2019). Re-examining the unified theory of acceptance and use of technology (UTAUT): Towards a revised theoretical model. Information Systems Frontiers, 21(3), 719–734. https://doi.org/10.1007/s10796-017-9774-y
Eastman, J. K., Iyer, R., Liao-Troth, S., Williams, D. F., & Griffin, M. (2014). The role of involvement on millennials’ mobile technology behaviors: The moderating impact of status consumption, innovation, and opinion leadership. Journal of Marketing Theory and Practice, 22(4), 455–470. http://www.jstor.org/stable/43966
Eastman, J. K., Iyer, R., Eastman, K. L., Gordon-Wilson, S., & Modi, P. (2021). Reaching the price conscious consumer: The impact of personality, generational cohort and social media use. Journal of Consumer Behaviour, 20(4), 898–912. https://doi.org/10.1002/cb.1906
Eastman, J. K., Shin, H., & Ruhland, K. (2020). The picture of luxury: A comprehensive examination of college student consumers’ relationship with luxury brands. Psychology & Marketing, 37(1), 56–73. https://doi.org/10.1002/mar.21280
Edwards, S. M., Li, H., & Lee, J.-H. (2002). Forced exposure and psychological reactance: Antecedents and consequences of the perceived intrusiveness of pop-up ads. Journal of Advertising, 31(3), 83–95. https://doi.org/10.1080/00913367.2002.10673678
Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention and behavior: An introduction to theory and research. Addison-Wesley.
Flavián, C., Ibáñez-Sánchez, S., & Orús, C. (2019). The impact of virtual, augmented and mixed reality technologies on the customer experience. Journal of Business Research, 100, 547–560. https://doi.org/10.1016/j.jbusres.2018.10.050
Giang Barrera, K., & Shah, D. (2023). Marketing in the Metaverse: Conceptual understanding, framework, and research agenda. Journal of Business Research, 155, 113420. https://doi.org/10.1016/j.jbusres.2022.113420
Gursoy, D., Chi, O. H., Lu, L., & Nunkoo, R. (2019). Consumers acceptance of artificially intelligent (AI) device use in service delivery. International Journal of Information Management, 49, 157–169. https://doi.org/10.1016/j.ijinfomgt.2019.03.008
Henkens, B., Verleye, K., & Larivière, B. (2021). The smarter, the better?! Customer well-being, engagement, and perceptions in smart service systems. International Journal of Research in Marketing, 38(2), 425–447. https://doi.org/10.1016/j.ijresmar.2020.09.006
Hilken, T., Keeling, D. I., Chylinski, M., De Ruyter, K., Golf Papez, M., Heller, J., Mahr, D., & Alimamy, S. (2022). Disrupting marketing realities: A research agenda for investigating the psychological mechanisms of next-generation experiences with reality-enhancing technologies. Psychology & Marketing, 39(8), 1660–1671. https://doi.org/10.1002/mar.21678
Hoffmann, C. P., Lutz, C., & Ranzini, G. (2016). Privacy cynicism: A new approach to the privacy paradox. Cyberpsychology: Journal of Psychosocial Research on Cyberspace, 10(4). https://doi.org/10.5817/CP2016-4-7
Hofstede, G. (1980). Motivation, leadership, and organization: Do American theories apply abroad? Organizational Dynamics, 9(1), 42–63. https://doi.org/10.1016/0090-2616(80)90013-3
Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014). Consumer brand engagement in social media: Conceptualization, scale development and validation. Journal of Interactive Marketing, 28(2), 149–165. https://doi.org/10.1016/j.intmar.2013.12.002
Hollebeek, L. D., Hammedi, W., & Sprott, D. E. (2023). Consumer engagement, stress, and conservation of resources theory: A review, conceptual development, and future research agenda. Psychology & Marketing, 40(5), 926–937. https://doi.org/10.1002/mar.21807
Hoyer, W. D., Kroschke, M., Schmitt, B., Kraume, K., & Shankar, V. (2020). Transforming the customer experience through new technologies. Journal of Interactive Marketing, 51, 57–71. https://doi.org/10.1016/j.intmar.2020.04.001
Ingendahl, M., Vogel, T., Maedche, A., & Wänke, M. (2023). Brand placements in video games: How local in-game experiences influence brand attitudes. Psychology & Marketing, 40(2), 274–287. https://doi.org/10.1002/mar.21770
Islam, J. U., Hollebeek, L. D., Rahman, Z., Khan, I., & Rasool, A. (2019). Customer engagement in the service context: An empirical investigation of the construct, its antecedents and consequences. Journal of Retailing and Consumer Services, 50, 277–285. https://doi.org/10.1016/j.jretconser.2019.05.018
Jackson, T. W., & Farzaneh, P. (2012). Theory-based model of factors affecting information overload. International Journal of Information Management, 32(6), 523–532. https://doi.org/10.1016/j.ijinfomgt.2012.04.006
Jain, V., & Schultz, D. E. (2019). How digital platforms influence luxury purchase behavior in India? Journal of Marketing Communications, 25(1), 41–64. https://doi.org/10.1080/13527266.2016.1197295
Jain, V., Trivedi, R. H., Joshi, V., & Daswani, A. (2015). Does explicit comparative advertising affect Indian consumers’ attitudes towards low and high-involvement product? International Journal of Emerging Markets, 10(1), 122–140. https://doi.org/10.1108/IJOEM-09-2011-0089
Jennett, C., Cox, A. L., Cairns, P., Dhoparee, S., Epps, A., Tijs, T., & Walton, A. (2008). Measuring and defining the experience of immersion in games. International Journal of Human-Computer Studies, 66(9), 641–661. https://doi.org/10.1016/j.ijhcs.2008.04.004
Júnior, J. R. D. O., Limongi, R., Lim, W. M., Eastman, J. K., & Kumar, S. (2023). A story to sell: The influence of storytelling on consumers’ purchasing behavior. Psychology & Marketing, 40(2), 239–261. https://doi.org/10.1002/mar.21758
Kandampully, J., Zhang, T. (Christina), & Bilgihan, A. (2015). Customer loyalty: A review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379–414. https://doi.org/10.1108/IJCHM-03-2014-0151
Kim, J. (2021). Advertising in the Metaverse: Research agenda. Journal of Interactive Advertising, 21(3), 141–144. https://doi.org/10.1080/15252019.2021.2001273
Kozinets, R. V., Ferreira, D. A., & Chimenti, P. (2021). How do platforms empower consumers? Insights from the affordances and constraints of ReclameAqui. Journal of Consumer Research, 48(3), 428–455. https://doi.org/10.1093/jcr/ucab014
Kumar, V., Rajan, B., Salunkhe, U., & Joag, S. G. (2022). Relating the dark side of new-age technologies and customer technostress. Psychology & Marketing, 39(12), 2240–2259. https://doi.org/10.1002/mar.21738
Lang, A. (2000). The limited capacity model of mediated message processing. Journal of Communication, 50(1), 46–70. https://doi.org/10.1111/j.1460-2466.2000.tb02833.x
Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., Wünderlich, N. V., & De Keyser, A. (2017). “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers. Journal of Business Research, 79, 238–246. https://doi.org/10.1016/j.jbusres.2017.03.008
Lefkeli, D., Tulan, D., & Gürhan-Canli, Z. (2022). Being observed in the digital era: Conceptualization and scale development of the perception of being observed. Psychology & Marketing, 39(10), 1992–2008. https://doi.org/10.1002/mar.21713
Lim, W. M., Kumar, S., Pandey, N., Verma, D., & Kumar, D. (2023). Evolution and trends in consumer behaviour: Insights from Journal of Consumer Behaviour. Journal of Consumer Behaviour, 22(1), 217–232. https://doi.org/10.1002/cb.2118
Lim, W. M., Rasul, T., Kumar, S., & Ala, M. (2022). Past, present, and future of customer engagement. Journal of Business Research, 140, 439–458. https://doi.org/10.1016/j.jbusres.2021.11.014
Lu, S., & Mintz, O. (2023). Marketing on the metaverse: Research opportunities and challenges. AMS Review. https://doi.org/10.1007/s13162-023-00255-5
Malhotra, N. K., Kim, S. S., & Agarwal, J. (2004). Internet users’ information privacy concerns (IUIPC): The construct, the scale, and a causal model. Information Systems Research, 15(4), 336–355. https://doi.org/10.1287/isre.1040.0032
Deloitte (2022). Metaverse report-Future is here: Global XR industry insight. https://www2.deloitte.com/cn/en/pages/technology-media-and-telecommunications/articles/metaverse-whitepaper.html
Nusair, K. “Khal,” Bilgihan, A., Okumus, F., & Cobanoglu, C. (2013). Generation Y travelers’ commitment to online social network websites. Tourism Management, 35, 13–22. https://doi.org/10.1016/j.tourman.2012.05.005
Okumus, B., & Bilgihan, A. (2014). Proposing a model to test smartphone users’ intention to use smart applications when ordering food in restaurants. Journal of Hospitality and Tourism Technology, 5(1), 31–49. https://doi.org/10.1108/JHTT-01-2013-0003
Ostrom, A. L., Fotheringham, D., & Bitner, M. J. (2019). Customer acceptance of AI in service encounters: Understanding antecedents and consequences. In P. P. Maglio, C. A. Kieliszewski, J. C. Spohrer, K. Lyons, L. Patrício, & Y. Sawatani (Eds.), Handbook of service science (Vol. II, pp. 77–103). Springer International Publishing. https://doi.org/10.1007/978-3-319-98512-1_5
Pansari, A., & Kumar, V. (2017). Customer engagement: The construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3), 294–311. https://doi.org/10.1007/s11747-016-0485-6
Park, S.-M., & Kim, Y.-G. (2022). A metaverse: Taxonomy, components, applications, and open challenges. IEEE Access, 10, 4209–4251. https://doi.org/10.1109/ACCESS.2021.3140175
Paul, J., & Criado, A. R. (2020). The art of writing literature review: What do we know and what do we need to know? International Business Review, 29(4), 101717. https://doi.org/10.1016/j.ibusrev.2020.101717
Petruzzellis, L., & Winer, R. S. (2023). The decision to customize and its effect on brand experience. Psychology & Marketing, 40(3), 516–530. https://doi.org/10.1002/mar.21768
Rajaobelina, L., Prom Tep, S., Arcand, M., & Ricard, L. (2021). Creepiness: Its antecedents and impact on loyalty when interacting with a chatbot. Psychology & Marketing, 38(12), 2339–2356. https://doi.org/10.1002/mar.21548
Sanchez, A., & Kull, A. J. (2022). Don’t put me on the spot: The role of perceived intrusiveness in public donation solicitations. Psychology & Marketing, 39(12), 2401–2412. https://doi.org/10.1002/mar.21741
Searle, J. R., Parret, H., & Verschueren, J. (Eds.). (1992). (On) Searle on conversation. Benjamins.
Shammout, E., D’Alessandro, S., Small, F., & Nayeem, T. (2022). Lifting the curtain on cultural values, materialism and luxury consumption: Evidence from Jordan. Journal of Consumer Behaviour, 21(5), 987–1001. https://doi.org/10.1002/cb.2053
Shen, B., Tan, W., Guo, J., Zhao, L., & Qin, P. (2021). How to promote user purchase in metaverse? A systematic literature review on consumer behavior research and virtual commerce application design. Applied Sciences, 11(23), 11087. https://doi.org/10.3390/app112311087
Singh, D. P., Kastanakis, M. N., Paul, J., & Felix, R. (2021). Non-deceptive counterfeit purchase behavior of luxury fashion products. Journal of Consumer Behaviour, 20(5), 1078–1091. https://doi.org/10.1002/cb.1917
Stephenson, N. (1992). Snow crash. Penguin Books.
Tsiotsou, R. H., Koles, B., Paul, J., & Loureiro, S. M. C. (2022). Theory generation from literature reviews: A methodological guidance. International Journal of Consumer Studies, 46(5), 1505–1516. https://doi.org/10.1111/ijcs.12861
McKinsey & Company (2022). Value creation in the metaverse: The real business of the virtual world. https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/value-creation-in-the-metaverse
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425. https://doi.org/10.2307/30036540
Verhoef, P. C., Reinartz, W. J., & Krafft, M. (2010). Customer engagement as a new perspective in customer management. Journal of Service Research, 13(3), 247–252. https://doi.org/10.1177/1094670510375461
Vivek, S. D., Beatty, S. E., Dalela, V., & Morgan, R. M. (2014). A generalized multidimensional scale for measuring customer engagement. Journal of Marketing Theory and Practice, 22(4), 401–420. https://doi.org/10.2753/MTP1069-6679220404
Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2), 122–146. https://doi.org/10.2753/MTP1069-6679200201
Wang, W., & Li, H. (2012). Factors influencing mobile services adoption: A brand-equity perspective. Internet Research, 22(2), 142–179. https://doi.org/10.1108/10662241211214548
Wilson, T. D. (2001). Information overload: Implications for healthcare services. Health Informatics Journal, 7(2), 112–117. https://doi.org/10.1177/146045820100700210
Wörfel, P., Frentz, F., & Tautu, C. (2022). Marketing comes to its senses: A bibliometric review and integrated framework of sensory experience in marketing. European Journal of Marketing, 56(3), 704–737. https://doi.org/10.1108/EJM-07-2020-0510
Wu, W.-Y., Lu, H.-Y., Wu, Y.-Y., & Fu, C.-S. (2012). The effects of product scarcity and consumers’ need for uniqueness on purchase intention: Scarcity strategies and consumer decision making. International Journal of Consumer Studies, 36(3), 263–274. https://doi.org/10.1111/j.1470-6431.2011.01000.x
Yoo, K., Welden, R., Hewett, K., & Haenlein, M. (2023). The merchants of meta: A research agenda to understand the future of retailing in the metaverse. Journal of Retailing, 99(2), 173–192. https://doi.org/10.1016/j.jretai.2023.02.002
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2024 The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd.
About this chapter
Cite this chapter
Kumar, A., Kumar, D.V.S., Khetarpal, M., Megha, R.U. (2024). Customer Experience in the Magic World of Metaverse: Conceptual Framework of Customer Adoption of Metaverse. In: Heggde, G.S., Patra, S.K., Panda, R. (eds) Immersive Technology and Experiences. Palgrave Macmillan, Singapore. https://doi.org/10.1007/978-981-99-8834-1_7
Download citation
DOI: https://doi.org/10.1007/978-981-99-8834-1_7
Published:
Publisher Name: Palgrave Macmillan, Singapore
Print ISBN: 978-981-99-8833-4
Online ISBN: 978-981-99-8834-1
eBook Packages: Business and ManagementBusiness and Management (R0)