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13. 
Cover image for Driving customer equity : how customer lifetime value is reshaping corporate strategy
Driving customer equity : how customer lifetime value is reshaping corporate strategy
Author 
Rust, Roland T. Zeithaml, Valarie A. Lemon, Katherine N. (Katherine Newell)
Preferred Shelf Number 
HF 5415.5 R87 2000
Electronic Access 
Contributor biographical information http://www.loc.gov/catdir/bios/simon051/00026485.html
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14. 
Cover image for Dimensions of service quality : expectations of Turkish consumers from services : araştırma raporu
Dimensions of service quality : expectations of Turkish consumers from services : araştırma raporu
Author 
Akan, Perran.
Preferred Shelf Number 
HF 5415.5 A526 1995
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15. 
Cover image for Word-of-mouth marketing
Word-of-mouth marketing
Author 
Wilson, Jerry R., 1944-2005.
Preferred Shelf Number 
HF5415.5 W59 1994
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