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March 13, 2010Managing Service QualityOpen Access

Coping with confusion

Hans Kasper Josée Bloemer Paul H. Driessen

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Abstract

Contains fulltext : 87066pub.pdf (Publisher’s version ) (Open Access) Contains fulltext : 87066-1.pdf (author's version ) (Open Access)

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Kasper et al. (2010) studied this question.

synapsesocial.com/papers/6a7760563da069e66cbd9f85 https://doi.org/10.1108/09604521011027570

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