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4 Hart, "“The Profitable Art of Service Recovery" 148-156, 1990
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7 Crosby, "“Effects of Relationship Marketing on Satisfaction and Price in the Life Insurance Industry ″ Journal of Mar- keting Research" 404-411, 1987
8 Goodwin, "“Consumer Responses to Service Failures Influence of Procedural and Interactional Fairness Perceptions ″ Journal of Business Reaserch" 149-163, 1992
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