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Institution	Date	Title	Author
國立高雄餐旅大學	2002-04	服務接觸型態、服務失誤歸因、服務補救期望與服務補救後滿意度關係之研究--以網路及實體旅行業為例	鄭紹成;藍德龍
中國文化大學	2001	服務接觸型態、服務補救期望與服務補救後滿意度關係之研究	藍德龍

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