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De effecten van klantcontacten in de Participatiewet

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Overzicht <strong>van</strong> gebruikte literatuur<br />

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Employee Responses. Journal of Market<strong>in</strong>g, vol. 54., no. 2, pp. 69-82<br />

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Viewpo<strong>in</strong>t. Journal of Market<strong>in</strong>g, vol. 58, no. 4, pp. 95-106<br />

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Customization. European Journal of Market<strong>in</strong>g, vol. 46, no. 3/4, pp. 331-356<br />

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praktijk <strong>van</strong> frau<strong>de</strong>bestrijd<strong>in</strong>g <strong>in</strong> Ne<strong>de</strong>rland. <strong>De</strong>n Haag: Boom Lemma<br />

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Employees. Journal of Retail<strong>in</strong>g, vol. 84, no. 9, pp. 308-324<br />

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employees: An empirical <strong>in</strong>vestigation. The Journal of Market<strong>in</strong>g, pp. 52-70.<br />

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2013-72). Retrieved from:<br />

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Schwartz, D.E. Bowen and S.W. Brown (eds.) Greenwich, CT: JAI Press, 91-117<br />

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publication of Universidad ESAN, vol. 7, no. 13, <strong>De</strong>cember-2002.<br />

Parasuraman, A, Zeithaml, V.A. & Malhotra, A. (2005). E-S-QUAL. A Multiple-Item Scale for<br />

Assess<strong>in</strong>g Electronic Service Quality. Journal of Service Research, vol. 7, no. 3, pp. 213-233<br />

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Analysis. In Ad<strong>van</strong>ces <strong>in</strong> Service Market<strong>in</strong>g and Management, vol. 4, T.A. Swartz, D.E.<br />

Bowen and S.W. Brown (eds.) Greenwich, CT: JAI Press, pp. 175-211<br />

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