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~isPartOf:"Managing consumer services : factory or theater?"
~person:"Edvardsson, Bo"
~subject:"Beziehungsmarketing"
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Industrial marketing management : the international journal for industrial and high-tech firms
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Striking the right balance : how to design, implement, and operationalize customer experience management programs
Klaus, Philipp
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Edvardsson, Bo
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Managing consumer services : factory or theater?
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(pp. 69-89)
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2014
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