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Publisher: Emerald Group Publishing Limited

Volume 7, Number 2, 1996

Customization of the service experience: the role of the frontline employee
pp. 3-20(18)
Authors: Bettencourt, Lance A; Gwinner, Kevin

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Agents of change?: Bank branch managers and the management of corporate culture change
pp. 21-43(23)
Authors: Brubakk, Bjorn; Wilkinson, Adrian

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