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Multiple paths to customer delight : the impact of effort, expertise and
tangibles
on joy and surprise
Barnes, Donald C.
;
Collier, Joel E.
;
Howe, Vince
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 277-289
Persistent link: https://www.econbiz.de/10011524378
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