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Eaton and Blackall (1993a, June 15). Customer service research for the inland revenue. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/customer-service-research-for-the-inland-revenue
Buros and Blackall (1992a, September 01). The responsibility for service delivery . ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/the-responsibility-for-service-delivery-