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de Kort, Onraet, Ferrer-Vidal and Banks (1989a, September 01). Customer service in Europe. ANA - ESOMAR. Retrieved September 20, 2024, from
https://ana.esomar.org/documents/customer-service-in-europe
Bairfelt and de Kort (1989a, August 15). 1992. ANA - ESOMAR. Retrieved September 20, 2024, from
https://ana.esomar.org/documents/1992