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What consumers want? differentiating service quality and recovery service

Ennis, S. and Sio-Hong, T. (2004) What consumers want? differentiating service quality and recovery service. In: 33rd European Marketing Academy Conference, 2004-05-18 - 2004-05-21. (Unpublished)

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Abstract

This paper discusses the differentiating service quality and recovery service. It was presented at the 33rd european markinging academy annual conference in 2004.