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K. Matzler, F. Bailom, H. H. Hinterhuber, B. Renzl and J. Pichler, “The Asymmetric Relationship between Attribute-Level Performance and Overall Customer Satisfaction: A Reconsideration of the Importance-Performance Analysis,” Industrial Marketing Management, Vol. 33, No. 4, 2004, pp. 271-277.
http://dx.doi.org/10.1016/S0019-8501(03)00055-5

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