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Waterhouse and Law (1996a, June 15). Beyond customer satisfaction. ANA - ESOMAR. Retrieved September 21, 2024, from
https://ana.esomar.org/documents/beyond-customer-satisfaction
Waterhouse and Morgan (1994a, June 15). Using research to help keep good customers. ANA - ESOMAR. Retrieved September 21, 2024, from
https://ana.esomar.org/documents/using-research-to-help-keep-good-customers