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Service quality
Consumer behaviour
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2002-2006
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Maklan, Stan
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Antonetti, Paolo
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Klaus, Philipp
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Whitty, Steve
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California management review
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Journal of service research : JSR
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The journal of brand management : an international journal
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ECONIS (ZBW)
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The role of brands in a service-dominated world
Klaus, Philipp
;
Maklan, Stan
- In:
The journal of brand management : an international journal
15
(
2007/08
)
2
,
pp. 115-122
Persistent link: https://www.econbiz.de/10003611584
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2
Too good to be true? : boundary conditions to the use of downward social comparisons in service recovery
Antonetti, Paolo
;
Crisafulli, Benedetta
;
Maklan, Stan
- In:
Journal of service research : JSR
21
(
2018
)
4
,
pp. 438-455
Persistent link: https://www.econbiz.de/10011951807
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3
A better way to manage customer experience : lessons from the Royal Bank of Scotland
Maklan, Stan
;
Antonetti, Paolo
;
Whitty, Steve
- In:
California management review
59
(
2017
)
2
,
pp. 92-115
Persistent link: https://www.econbiz.de/10011697214
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