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Kumar, Ajith; Steward, Michelle D.; Morgan, Felicia N. - In: Business horizons 61 (2018) 5, pp. 775-782

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Ostrom, Amy L.; Field, Joy M.; Fotheringham, Darima; … - In: Journal of service research 24 (2021) 3, pp. 329-353

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Azzari, Courtney Nations; Anderson, Laurel; Mende, Martin; … - In: Journal of service research 24 (2021) 4, pp. 520-541

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Mende, Martin; Bolton, Ruth N.; Bitner, Mary Jo - In: MSI reports : working paper series (2009) 3, pp. 23-49

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Bitner, Mary Jo; Brown, Stephen Walter - In: Business horizons 51 (2008) 1, pp. 39-46

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Mende, Martin; Bolton, Ruth N.; Bitner, Mary Jo - In: Journal of marketing research : JMR 50 (2013) 1, pp. 125-142

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Grainer, Marc; Noble, Charles H.; Bitner, Mary Jo; … - In: MIT sloan management review 55 (2013/14) 3, pp. 31-35

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Sirianni, Nancy J.; Bitner, Mary Jo; Brown, Stephen Walter - In: Journal of marketing 77 (2013) 6, pp. 108-123

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Hollmann, Thomas; Jarvis, Cheryl Burke; Bitner, Mary Jo - In: Journal of the Academy of Marketing Science 43 (2015) 2, pp. 257-278

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