Service Science Fundamentals

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[37]  R. Burt.  The Network Structure Of Social Capital , 2000 .

[38]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[39]  Gary W. Loveman.  Employee Satisfaction, Customer Loyalty, and Financial Performance , 1998 .