Browsing by Author "Kenderdine, James,"
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Locus of control and the service encounter: The impact of individual differences on perceptions of service quality, customer satisfaction and consumer complaint behaviour.
Rinehart, Shelley Marie. (1998)Recently in the literature there has been a resurgence of interest in identifying the needs and wants of consumers and then designing business strategies which ensure that these needs and wants are satisfactorily met. ...