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Benchmarking: An International Journal, 2006, Vol. 13, Issue 3, pp. 232-251.
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International Journal of Service Industry Management, 1999, Vol. 10, Issue 3, pp. 307-321.
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Journal of Business & Industrial Marketing, 1998, Vol. 13, Issue 4/5, pp. 370-380.
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International Journal of Service Industry Management, 1996, Vol. 7, Issue 4, pp. 43-57.
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[AR] Fitzsimmons, James A.
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