The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

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Journal

Title: Journal of Marketing

Abbreviated Title: Journal of Marketing

Publisher: JSTOR

ISSN (Print): 00222429

Publication date Created: January 1990

Publication date (Print): January 1990

Volume: 54

Issue: 1

Page: 71

Article

DOI: 10.2307/1252174

SO-VID: 3b18e8ef-171b-4e97-ada7-ffe25e1fa2b0

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