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Lam, S.Y., Shankar, V., Erramilli, M.K. and Murthy, B. (2004) Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration from a Business-to-Business Context. Journal of the Academy of Marketing Science, 32, 293-311.
http://dx.doi.org/10.1177/0092070304263330
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