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Southgate and McCulloch (1994a, June 15). Customer service. ANA - ESOMAR. Retrieved May 06, 2024, from
https://ana.esomar.org/documents/customer-service
Greenway and Southgate (1985a, February 01). Quality of service in the branch. ANA - ESOMAR. Retrieved May 06, 2024, from
https://ana.esomar.org/documents/quality-of-service-in-the-branch