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Zeithaml, V.A., Bitner, M.J. and Gremler, D.D. (2010) Services Marketing Strategy. In: Sheth, J.N. and Malhotra, N.K., Eds., Wiley International Encyclopedia of Marketing, John Wiley & Sons Ltd., Hoboken, 208-218.
https://doi.org/10.1002/9781444316568.wiem01055

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