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type:"article"
~person:"Garzaniti, Ivana"
~person:"Gremler, Dwayne D."
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Beziehungsmarketing
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Friseurhandwerk
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Garzaniti, Ivana
Gremler, Dwayne D.
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Journal of service management
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Managing service quality : MSQ ; an international journal
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ECONIS (ZBW)
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Effects of perceived employee emotional competence on customer satisfaction and loyalty : the mediating role of rapport
Delcourt, Cécile
;
Gremler, Dwayne D.
;
Riel, Allard C. …
- In:
Journal of service management
24
(
2013
)
1
,
pp. 5-24
Persistent link: https://www.econbiz.de/10009728608
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2
Building friendships and relationships : the role of conversation in hairdressing service encounters
Garzaniti, Ivana
;
Pearce, Glenn
;
Stanton, John
- In:
Managing service quality : MSQ ; an international journal
21
(
2011
)
6
,
pp. 667-687
Persistent link: https://www.econbiz.de/10009407377
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