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Student Expectations of the University Experience: Levels and Antecedents for Pre-Entry Freshmen
Licata, Jane W., (1998)
Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent
Maxham, James G., (2002)
Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions
Maxham, James G., (2001)