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Pettijohn, L.S., Pettijohn, C.E. and Luke, R.H. (1997) An Evaluation of Fast Food Restaurant Satisfaction: Determinants, Competitive Comparisons, and Impact on Future Patronage. Journal of Restaurant & Foodservice Marketing, 2, 3-20.
http://dx.doi.org/10.1300/J061v02n03_02

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