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Keywords: Service quality
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Journal Articles
Journal:
Journal of Business Strategy
Journal of Business Strategy (2013) 34 (6): 11–18.
Published: 28 October 2013
.... Professor Rod McColl can be contacted at: rod.mccoll@esc-rennes.fr © Emerald Group Publishing Limited 2013 Qualitative research Customer satisfaction Service quality Service guarantees Services marketing Customer charters Although product guarantees began in the USA in the 1850s...
