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April 1, 1990Journal of Marketing

Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

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MBMary Jo BitnerEmerald Coast Science Center

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Mary Jo Bitner (1990) studied this question.

synapsesocial.com/papers/69f1312397cecb4a87500c72https://doi.org/10.2307/1251871
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