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An International Journal, 14(3): 35–64. Naurmann, E. 1995. Customer Satisfaction Measurement and Management: Using the Voice of the Customer, Thomson Executive Press, Cincinnati, OH. Naurmann, E. (1997). Customer satisfaction and service quality: a critical review of the literature and research implications for the hospitality industry. Hospitality Research Journal, 20 (3): 35–64. Naurmann, E. (1997). Customer satisfaction and service quality: a critical review of the literature and research implications for the hospitality industry. Hospitality Research Journal, 20 (3): 35–64. Naurmann, E

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154 views16 pages

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An International Journal, 14(3): 35–64. Naurmann, E. 1995. Customer Satisfaction Measurement and Management: Using the Voice of the Customer, Thomson Executive Press, Cincinnati, OH. Naurmann, E. (1997). Customer satisfaction and service quality: a critical review of the literature and research implications for the hospitality industry. Hospitality Research Journal, 20 (3): 35–64. Naurmann, E. (1997). Customer satisfaction and service quality: a critical review of the literature and research implications for the hospitality industry. Hospitality Research Journal, 20 (3): 35–64. Naurmann, E

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