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A comparison of question scales used for measuring customer satisfaction
Danaher, Peter J.; Haddrell, Vanessa - In: International journal of service industry management : IJSIM 7 (1996) 4, pp. 4-26
Persistent link: https://www.econbiz.de/10007134674
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Using service quality data for competitive marketing decisions
Rust, Roland T.; Danaher, Peter J.; Varki, Sajeev - In: International journal of service industry management : IJSIM 11 (2000) 5, pp. 438-469
Persistent link: https://www.econbiz.de/10007115956
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A comparison of service delivery processes of different complexity
Danaher, Peter J.; Mattsson, Jan - In: International journal of service industry management : IJSIM 9 (1998) 1, pp. 48-63
Persistent link: https://www.econbiz.de/10007127465