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Ostrom, Amy L.; Iacobucci, Dawn; Morgan, Felicia N. - In: Kellogg on branding : the marketing faculty of the …, (pp. 186-200). 2005

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Ostrom, Amy L.; Bitner, Mary Jo; Meuter, Matthew L. - In: E-Service : new directions in theory and practice, (pp. 45-64). 2002

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