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Publisher: Emerald Group Publishing Limited

Volume 7, Number 4, 1996

A comparison of question scales used for measuring customer satisfaction
pp. 4-26(23)
Authors: Danaher, Peter J; Haddrell, Vanessa

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Strategies for globalizing service operations
pp. 43-57(15)
Authors: McLaughlin, Curtis P; Fitzsimmons, James A

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Planning for service quality: an integrative approach
pp. 58-77(20)
Authors: Stuart, F Ian; Tax, Stephen S

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