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A Catastrophe Model for Developing Service Satisfaction Strategies
Oliva, Terence A; Oliver, Richard L; MacMillan, Ian C.
Journal of Marketing
; New York Vol. 56, Iss. 3, (Jul 1, 1992): 83.
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PUBLICATION DETAILS
Scholarly Journal
New York: American Marketing Association
Peer reviewed.Citation/Abstract coverage: Jan 01, 1977 (Vol. 1, no. 1) - Jul 01, 1978 (Vol. 64, no. 4)