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Dhaliwal, S. J., Macintyre, J. and Parry, G. (2011) Understanding services and the customer response. In: Macintyre, M., Parry, G. and Angelis , J., eds. (2011) Service Design and Delivery. New York: Springer. ISBN 9781441983206 Available from: http://eprints.uwe.ac.uk/14388
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