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Publication DateTitleAuthor(s)Date Added
12005Consumer Complaining Behaviour: The case of a South American Country, ChileValenzuela, F ; Pearson, DH; Epworth, RJ ; Llanos, O; Vilches, S13-May-2008
22005Influence of Switching Barriers on Service Recovery EvaluationValenzuela, F ; Pearson, DH; Epworth, RJ 27-Jun-2008