| Listen to your Customers: The Story of how Great Clips Changed the Salon Industry |
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| Using Text Mining for Customer Feedback |
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| Mere Measurement “Plus”: How Solicitation of Open-Ended Positive Feedback Influences Customer Purchase Behavior (New) |
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| Electronic Word-of-Mouth Versus Interpersonal Word-of-Mouth: Are All Forms of Word-of-Mouth Equally Influential? |
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| Customer-to-Customer Interactions: Broadening the Scope of Word of Mouth Research |
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| Moving from Firefighting to Prevention Using the Voice of the Customer |
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