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Is a critical incident critical for a customer relationship?

critical customer incident relationship
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Is a critical incident critical for a customer relationship?

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Bo Edvardsson, (Bo Edvardsson is Professor, CTF Service Research Center, Karlstad University, Sweden.), Tore Strandvik, (Tore Strandvik is Professor, CERS Center for Relationship Marketing and Service Management, Hanken, Finland.)

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