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Segmenting the customer base in a CRM program according to customer tolerance to inferiority – A moderator of the service failure-customer dissatisfaction link Journal article
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2009,Volume: 22,Page: 68-87
Authors:  Zhang, Lingling.;  Lam, Long W.;  Chow, Clement S.F.
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