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Dimensions of service quality and service climate: a study of bank customers and employees in four local Malaysian banks
Ab. Wahab, Norailis, (2009)
Examining Employee Satisfaction, Customer Service and Customer Satisfaction in a Retail Banking Organization
Simpson, Eric Phillip, (2006)
The role of pure and quasi-moderators in services : an empicial investigation of ongoing customer-service-provider relationships
Sharma, Neeru, (2003)