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Customer expectation dimensions of voice‐to‐voice service encounters: a scale‐development study

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References

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1971Statistical Analysis of Sets of Congeneric Tests1,479 cited
1992The empowerment of service workers: what, why, how, and when.1,243 cited
1986

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Knowledge, Motivation, and Adaptive Behavior: A Framework for Improving Selling Effectiveness

1,227 cited

1985Methodology Review: Assessing Unidimensionality of Tests and ltenls1,014 cited

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