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Emerald Group Publishing Ltd

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Generating positive word-of-mouth communication through customer-employee relationships

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International Journal of Service Industry Management, Vol. 12, Iss. 1, 2001-03 ,pp. : 44-59

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Service innovation and electronic word-of-mouth: is it worth listening to?

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Customer satisfaction and its consequences on customer behaviour revisited: The impact of different levels of satisfaction on word‐of‐mouth, feedback to the supplier and loyalty

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