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References

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2010Deviant employees and dreadful service encounters: customer tales of discord and distrust47 cited
2008Chronicles of 'customer experience': the downfall of Lewis's foretold34 cited
2011Service Nepotism in the Marketplace33 cited
2019Re-Positioning Customer Loyalty in a Fast Moving Consumer Goods Market29 cited
2006Customer relationship management: Barnard's foundations28 cited