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25. 
Cover image for Principles of service marketing and management
Principles of service marketing and management
Principles of service marketing and management
by 
Lovelock, Christopher H.
Format: 
Books
Publication Date 
2002
Excerpt: 
in Service Environments -- ch. 5. Relationship Marketing and Customer Loyalty -- ch. 6. Complaint
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26. 
Cover image for Customer behavior : consumer behavior & beyond
Customer behavior : consumer behavior & beyond
Customer behavior : consumer behavior & beyond
by 
Sheth, Jagdish N.
Format: 
Books
Publication Date 
1999
Excerpt: 
-- Intermediary customer decisisonmaking -- Customer loyalty to products and stores -- Relationship-based buying
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