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Enhancing quality requirements management in retailing industry : the role of quality function deployment
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Optimal service decisions and channel coordination analysis with after-sales service and quality consideration
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Untersuchung von Indikatoren zur Qualitätsmessung von Reitschulen in Deutschland
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Servqual: a multiple-item scale for measuring customer perceptions of service quality
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A conceptual model of service quality and its implications for future research
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