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Organisational citizenship behaviour from the service customer's perspective: A scale development and validation
Fernández-Sabiote, Estela, (2005)
Adding clicks to bricks : a study of the consequences on customer loyalty in a service context
Fernández-Sabiote, Estela, (2012)
The multichannel customer’s service experience : building satisfaction and trust
Fernández-Sabiote, Estela, (2016)