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An Empirical Assessment of the Influence of Customers Emotions and Contact Employee Performance on Encounter and Relationship Satisfaction

By W.M. van Dolen, J.C. de Ruyter and J.G.A.M. Lemmink
Year: 2004
DOI identifier: 10.1016/S0148-2963(02)00277-1
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Provided by: UM Publications

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