References

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• 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
• 2004The One Number You Need to Grow2,034 cited
• 1990Service management and marketing: managing the moments of truth in service competition1,899 cited
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• 2003Customer satisfaction and loyalty in online and offline environments1,560 cited
• 1991Understanding Customer Expectations of Service1,403 cited
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• 1993Improving the measurement of service quality1,197 cited
• 1999Service quality, customer satisfaction, and customer value: A holistic perspective