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Appendix-II Bibliography
A. Research Papers and Articles
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224
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225
���� Boeselie, P., Hesselink, M. & Wiele, T.V (2002). “Empirical evidence for
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Managing Service Quality, 12 (3), pp 184-193.
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Quality and Customer Satisfaction on Consumer Loyalty of Cellular Service
Providers in Indian Market”, The Icfai University Journal Of Marketing
226
Management, Vol VIII, Pp 23 - 37.
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227
���� Eboli, L., and G. Mazzulla. (2007), “Service Quality Attributes Affecting
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���� Geetika, ShefaliNandan (2010), “Determinants of Customer Satisfaction on
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Transportation, Vol. 13, No., 1, pp.97-113.
���� Gerpott Torsten J., Wolfgang Rams and Andreas Schindler (2001)
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228
���� Gilbert, D. & Horsnell, S. (1998). “Customer satisfaction measurement
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���� Goutam Chakraborty ,Prashant Srivastava and Fred Marshall (2007),“Are
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functional areas?”, Journal of Business & Industrial Marketing, Volume 22,
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���� Gronroos, C. (1998), “Assessing Competitive Edge in the New Competition
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���� Hummayoun Naeem and Muhammad IqbalSaif (2010), “Employee
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���� Iqbal Amjad Mubashar Hassan Zia, Sajid Bashir,Khurram Shahzad and
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���� Ivanka Avelini Holjevac, Suzana Marković and Sanja Raspor
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���� Jawaria Fatima Ali1, Imran Ali1, KashifurRehman, AyseKucukYilmaz,
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���� Johnson William C and Sirkit A (2002), “Service Quality in the Thai
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���� Joshi Sandhya, Khurana Parveen and Shashi Khurana (2011), “Service
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Appendix-III