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B. Cooil, T. L. Keiningham, A. Lerzan and M. Hsu, “A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics,” American Marketing As-sociation Journal of Marketing, Vol. 71, No.1, 2007, pp. 67-83. doi:10.1509/jmkg.71.1.67

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