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Observable Oral Participation in the Servuction System

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References

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1992The Service Experience As Theater162 cited
1996Oral participation in retail service delivery: a comparison of the roles of contact personnel and customers136 cited
1991Compatibility Management: Roles in Service Performers111 cited
1995Customers as oral participants in a service setting107 cited
1979Promotional strategy: Managing the marketing communications process77 cited

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2002Erratum

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