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Publisher: Emerald Group Publishing Limited

Volume 7, Number 5, 1996

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Service recovery: its value and limitations as a retail strategy
pp. 32-46(15)
Authors: Brown, Stephen W; Cowles, Deborah L; Tuten, Tracy L

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Managing perceptions of waiting times in service queues
pp. 47-61(15)
Authors: Jones, Peter; Peppiatt, Emma

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The satisfaction and retention of frontline employees: A customer satisfaction measurement approach
pp. 62-80(19)
Authors: Rust, Roland T; Stewart, Greg L; Miller, Heather; Pielack, Debbie

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