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Willis and Keech (1988a, June 15). To serve them all our days. ANA - ESOMAR. Retrieved July 07, 2024, from
https://ana.esomar.org/documents/to-serve-them-all-our-days
Tisler, S. (1987a, September 01). A new service transforms members of a club into clients of a company. ANA - ESOMAR. Retrieved July 07, 2024, from
Ericsson and Kahn (1987a, June 15). ASAB quality. ANA - ESOMAR. Retrieved July 07, 2024, from
https://ana.esomar.org/documents/asab-quality
Porter and Swift (1987a, June 15). Creating a service culture. ANA - ESOMAR. Retrieved July 07, 2024, from
https://ana.esomar.org/documents/creating-a-service-culture
Copley, Bouma and de Graaf (1987a, June 15). Station investment. ANA - ESOMAR. Retrieved July 07, 2024, from
https://ana.esomar.org/documents/station-investment
Wade, P. (1987a, June 15). Relearning customer service at the U.S. auto dealer. ANA - ESOMAR. Retrieved July 07, 2024, from
https://ana.esomar.org/documents/relearning-customer-service-at-the-u-s-auto-dealer
Paltschik, M. (1987a, June 15). Determining critical levels for quality dimensions in service firms. ANA - ESOMAR. Retrieved July 07, 2024, from
https://ana.esomar.org/documents/determining-critical-levels-for-quality-dimensions-in-service-firms
Quatresooz, J. (1985a, June 15). Perception of the quality of service and corporate image. ANA - ESOMAR. Retrieved July 07, 2024, from
https://ana.esomar.org/documents/perception-of-the-quality-of-service-and-corporate-image
von Bahr, L. (1985a, June 15). The importance of service management when entering into competition with other sectors. ANA - ESOMAR. Retrieved July 07, 2024, from