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Journal Articles

The impact of service contact type and demographic characteristics on service quality perceptions

Cheryl Ganesan‐Lim, Rebekah Russell‐Bennett, Tracey Dagger

Journal of Services Marketing (2008) 22 (7): 550–561.

https://doi.org/10.1108/08876040810909677

Published: 10 October 2008

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Journal Articles

A typology of mass services: the role of service delivery and consumption purpose in classifying service experiences

Sandy Ng, Rebekah Russell‐Bennett, Tracey Dagger

Journal of Services Marketing (2007) 21 (7): 471–480.

https://doi.org/10.1108/08876040710824834

Published: 16 October 2007

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