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Autor:
Lester, Deborah H.1 dlester@coles2.kennesaw.edu, Forman, Andrew M.2 Andrew.forman@hofstra.edu, Loyd, Dolly3 dolly.loyd@usm.edu
Publikováno v:
Services Marketing Quarterly. 2005, Vol. 27 Issue 2, p123-138. 16p. 5 Charts.
