A Catastrophe Model for Developing Service Satisfaction Strategies.
| Autor: | Oliva, Terence A.1, Oliver, Richard L.2, MacMillan, Ian C.3 |
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| Zdroj: | Journal of Marketing. Jul92, Vol. 56 Issue 3, p83-95. 13p. 1 Diagram, 3 Charts, 1 Graph. |
| Databáze: | Business Source Ultimate |
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