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13. 
Cover image for A study on the mediating and moderating effect between service quality, customer satisfaction and customer loyalty in hotel industry
14. 
Cover image for An analysis of the relationship between e-service quality and e-loyalty with e-satisfaction and e-trust as mediators in the context of online auction
15. 
Cover image for Customer retention in hotel industry
16. 
Cover image for What's the secret? : to providing a world-class customer experience
17. 
Cover image for From customer retention to a holistic stakeholder management system : living a vision
18. 
Cover image for Who stole my customer?? : winning strategies for creating and sustaining customer loyalty
19. 
Cover image for The ten demandments : rules to live by in the age of the demanding consumer
20. 
Cover image for Knock your socks off selling
21. 
Cover image for The effect of loyalty card programme on customer store loyalty (Jaya Jusco, Taman Universiti, Johor Bahru)
22. 
Cover image for Glocalization, customer satisfaction, customer loyalty's : an empirical study in Starbucks, China
23. 
Cover image for Delivering fantastic customer experience : how to turn customer satisfaction into customer relationships
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