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Ostrom, A.L., Bitner, M.J., Brown, S.W., Burkhard, K.A., Goul, M., Smith-Daniels, V. and Rabinovich, E. (2010) Moving Forward and Making a Difference: Research Priorities for the Science of Service. Journal of Service Research, 13, 4-36.
https://doi.org/10.1177/1094670509357611

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