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This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/08876049810219511. When citing the article, please cite: Dan Sarel, Howard Marmorstein, (1998), “Managing the delayed service encounter: the role of employee action and customer prior experience”, Journal of Services Marketing, Vol. 12 Iss: 3, pp. 195 - 208.
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1999
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