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T. L. Keining-ham, L. Aksoy, B. Cooil, K. Peterson and T. G. Vavra, “A Longitudinal Examination of the Asymmetric Impact of Em-ployee and Customer Satisfaction on Retail Sales,” Managing Service Quality, Vol. 16, No. 5, 2006, pp. 42-59. doi:10.1108/09604520610686124

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