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Special National Intelligence Estimate Number 13/31-2-62 The Sino-Indian Conflict: Outlook and Implications

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Special National Intelligence Estimate Number 13-61 The Economic Situation in Communist China

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Intelligence Memorandum: Czechoslovakia in Transition

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Intelligence Memorandum

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Special Report: The Economic and Political Environment in Spain

A Report explaining the current econcomic situation in Spain with projections for the future

The V-model of service quality: An African case study

This paper aims to introduce and demonstrate a new model for service quality that separates out the measurement of service quality in ways grounded in psychological theory and methodological symmetry.A review of experience in service quality management suggests that new approaches are needed. By seeking a way of managing service at different levels, with symmetry between data collection and data analysis, a model is presented that has more potential applicability and flexibility than is found in traditional models