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Carranza, R., Díaz, E., & Martín-Consuegra Navarro, D. (2018). The Influence of Quality on Satisfaction and Customer Loyalty with an Importance-Performance Map Analysis: Exploring the Mediating Role of Trust. Journal of Hospitality and Tourism Technology, 9, 380-396.
https://doi.org/10.1108/JHTT-09-2017-0104
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