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      Physiologie des Menschen : mit Pathophysiologie 

      Dienstleistungsqualität und Kundenzufriedenheit

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      Publisher: Springer Berlin Heidelberg

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          The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

          Mary Bitner, Bernard Booms, Mary Tetreault (1990)
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            The critical incident technique.

            John C. Flanagan (1954)
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              Psychological Implications of Customer Participation in Co-Production

              Robert Leone, Neeli Bendapudi (2003)
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                Publication date (Print): 2014
                Publication date (Online): July 24 2014
                Pages: 579-593
                DOI: 10.1007/978-3-642-41130-4_31
                SO-VID: 3e3c1eed-5d79-41cf-9b5a-c6cf121a967b
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