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Hennig-Thurau, T., Malthouse, E.C., Friege, C., Gensler, S., Lobschat, L., Rangaswamy, A. and Skiera, B. (2010) The Impact of New Media on Customer Relationships. Journal of Service Research, 13, 311-330.
https://doi.org/10.1177/1094670510375460

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