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المؤلفون: Rodger W. Gallagher, Peter J. Danaher
المصدر: European Journal of Marketing. 31:122-133
مصطلحات موضوعية: Marketing, Service (business), Customer retention, business.industry, media_common.quotation_subject, Satisfaction rating, Customer advocacy, Excellence, Component (UML), Customer satisfaction, Operations management, Business, Telecommunications, Directory assistance, media_common