@Article{Svensson2004,
  Title                    = {A customized construct of sequential service quality in service encounter chains: time, context, and performance threshold},
  Author                   = {Svensson, Goran},
  Journal                  = {Managing Service Quality: An International Journal},
  Language                 = {english},
  Number                   = {6},
  Pages                    = {468-475},
  Year                     = {2004},
  Volume                   = {14},
  DOI                      = {10.1108/09604520410569801},
  Owner                    = {Владимир},
  Timestamp                = {2015.04.29}
}

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