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Holbrook, M.B. (1994) The Nature of Customer’s Value: An Axiology of Service in Consumption Experience. In: Rust, R.T. and Oliver, R.L., Eds., Service Quality: New Directions in Theory and Practice, Sage, Thousand Oaks, 21-71.
http://dx.doi.org/10.4135/9781452229102.n2
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