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M. D. Hartline, J. G. Maxham and D. O. McKee, “Corridors of Influence in the Dissemination of Customer-Ori- ented Strategy to Customer Contact Service Employees,” Journal of Marketing, Vol. 64, No. 2, 2000, pp. 35-50. doi:10.1509/jmkg.64.2.35.18001

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