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Grogan and Banerji (2006a, May 10). Harnessing consumer insight to drive innovation. ANA - ESOMAR. Retrieved September 21, 2024, from
https://ana.esomar.org/documents/harnessing-consumer-insight-to-drive-innovation
Smith and Grogan (1997a, June 15). Freeing yourself from the customer satisfaction straightjacket. ANA - ESOMAR. Retrieved September 21, 2024, from
https://ana.esomar.org/documents/freeing-yourself-from-the-customer-satisfaction-straightjacket