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Electronic word-of-mouth in the mobile service sector : the role of service quality and customer emotional response

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Service gap deployment : a framework to link quality gaps to service activities

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Sport industry service attributes, service experiences, relationship quality and behavioural intentions

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The facilitating dynamic of customer-employee satisfaction : contributions from the person-centred approach to service encounters

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Identifying product and process configuration requirements in a decentralised service delivery system

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The strategic concerns of quality assurance : case study of large reputable firms in the service sector

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