+++emerland

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Generating positive word-of-mouth in the service experience
Sandy Ng (School of Media and Communication, Royal Melbourne Institute of Technology University, Melbourne, Australia), Meredith E. David (College of Business, Florida State University, Tallahassee, Florida, USA), Tracey S. Dagger (Faculty of Business and Economics, Monash University, Caulfield East, Australia)

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http://www.emeraldinsight.com/case_studies.htm/case_studies.htm?articleid=1912257&show=html

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http://dx.doi.org/10.1108/09604521111113438

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http://zalivalka.ru/86287