JAPAN MARKETING JOURNAL 110 Vol.28 No.22008

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1 Japan Marketing Academy JAPAN MARKETING JOURNAL 110 Vol.28 No.22008

2 JAPAN MARKETING JOURNAL 110 Vol.28 No.22008

3 JAPAN MARKETING JOURNAL 110 Vol.28 No.22008

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15 Bhote,K.R., Beyond Customer Satisfaction to Customer Loyalty, AMA, Blattberg,R.C.,G.Getz,J.S.Thomas, Customer Equity, Harvard Business School Press,, Heskett,J.I.,W.E.Sasser Jr,L.A.Schlesinger, The Value Profit Chain, Free Press,, Power,J.D.C. DenoveSatisfaction, Portfolio c/o Penguin PutnamJ.D., Rust,R.T.V.A.ZeithamlK.N.LemonDriving Customer Equity, The Free Press, Woolf,B.F.Customer Specific Marketing, Teal Books, ZeithamlBitnerGremler, Services Marketing th ed, McGraw-Hill pp pp DIAMOND, pp pp JAPAN MARKETING JOURNAL 110 Vol.28 No.22008

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