Marc Hassenzahl explains the fascinating concept of User Experience and Experience Design. Commentaries by Don Norman, Eric Reiss, Mark Blythe, and Whitney Hess
User Experience and Experience Design !
Koppius, Otto R., Speelman, Wouter, Stulp, Oliver, Verhoef, Bart and Heck, Eric van (2005): Why are customers coming back to buy their airline tickets online? theoretical explanations and empirical evidence. In: Li, Qi and Liang, Ting-Peng (eds.) Proceedings of the 7th International Conference on Electronic Commerce - ICEC 2005 August 15-17, 2005, Xian, China. pp. 319-326. http://doi.acm.org/10.1145/1089551.1089611