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Carrillat, F.A., Jaramillo, F. and Mulki, J.P. (2007) The Validity of the SERVQUAL and SERVPERF Scales: A Meta-Analytic View of 17 Years of Research across Five Continents. International Journal of Service Industry Management, 18, 472-490.
http://dx.doi.org/10.1108/09564230710826250

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