Von Bergh, Dennis, Ghijsen, Paul, Gelderman, Cees and Tuninga, Ron (2012) Waiting in stages in maintenance, task, and personal interactive services and the affect on customer measures. In: 41st European Marketing Academy (EMAC) Annual Conference 2012: Marketing to Citizens: Going beyond Customers and Consumers; 22-25 May 2012, Lisbon, Portugal. ISBN 9789897320040

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