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What factors determine use of quality-related marketing research information? An empirical investigation
Van Birgelen, Marcel; De Ruyter, Ko; Wetzels, Martin - In: Total quality management 12 (2001) 4, pp. 521-534
Persistent link: https://www.econbiz.de/10007171913
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Measuring service quality trade-offs in Asian distribution channels: A multi-layer perspective
Wetzels, Martin; Ruyter, Ko de; Lemmink, Jos - In: Total quality management 11 (2000) 3, pp. 307-318
Persistent link: https://www.econbiz.de/10007181674
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How do customers react to critical service encounters?: A cross sectional perspective
Ruyter, Ko de; Wetzels, Martin; Birgelen, Marcel van - In: Total quality management 10 (1999) 8, pp. 1131-1146
Persistent link: https://www.econbiz.de/10007184152
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Two sides of the same story: Measuring different quality perceptions of the dyadic service encounter with the SERVCON instrument
Ruyter, Ko de; Wetzels, Martin - In: Total quality management 7 (1996) 6, pp. 595-604
Persistent link: https://www.econbiz.de/10007204947