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Ashill, N., Carruthers, J. and Krisjanous, J. (2004) Antecedents of service recovery performance in the New Zealand public healthcare sector. In: Fullerton, S. and Moore, D. L., eds. (2004) Contemporary Readings. Ypsilanti, MI: Academy of Business Administration, pp. 283-290. ISBN 1887676228 Available from: http://eprints.uwe.ac.uk/15548
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