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Key Factors for Invigorating Customer Satisfaction Management from TQM Perspective
Chang-Juck Suh, Hye-Mi Hwang
J Korean Soc Qual Manag. 2011;39(1):45
            
The empirical study on the effect of service recovery effort to service quality perception and customer satisfaction
Chang-Juck Suh, Yeong-Hoon Kwon
J Korean Soc Qual Manag. 2000;28(4):47
            
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