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Nickson, D., Warhurts, C., Witz, A. and Cullen, A.M. (2001) The Importance of Being Aesthetic: Work, Employment and Service Organisation. In: Sturdy, A., Grugulis, I. and Wilmott, H., Eds., Customer Service—Empowerment and Entrapment, Palgrave, Basingstoke.

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