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Full-text of this article is not available in this e-prints service. This article was originally published in Industrial and Commercial Training, published by and copyright Emerald.

Full-text of this article is not available in this e-prints service. This article was originally published in International Journal of Retail & Distribution Management, published by and copyright Emerald.

Full-text of this article is not available in this e-prints service. This article was originally published in Marketing Intelligence & Planning, published by and copyright Emerald.