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[18]ÑîÁ¢.ÎÒ¹ú»áÕ¹¾¼ÃµÄÏÖ×´¡¢¶Ô²ßºÍ·¢Õ¹Ç÷ÊÆ.[J].³²ºþѧԺѧ±¨£¬2003£¬µÚ5¾í£º35 [19]Yi Y.,A critical review of customer satisfaction [C].In V.Zeithaml,Review of marketing,Chicago:American Marketing Association,1999:78:123
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