Influence of Organizational Form and Customer Type on Online Customer Satisfaction Ratings*Footnote^*

* Rozenn Perrigot would like to thank M@rsouin—Armorican Mole for Research on the Information Society and Uses of the Internet (reference: TRIPADVISOR), the French National Research Agency (reference: FRANBLE‐ANR‐12‐BSH1‐0011‐01) as well as the Center in Franchising, Retail & Service Chains for their significant support, and Inga Brau for data collection during her MAIB research in 2012.

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