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"Setting Customer Expectation in Service Delivery: An Integrated ..."
Teck-Hua Ho, Yu-Sheng Zheng (2004)
- Teck-Hua Ho, Yu-Sheng Zheng:
Setting Customer Expectation in Service Delivery: An Integrated Marketing-Operations Perspective. Manag. Sci. 50(4): 479-488 (2004)
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