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An empirical study in the financial services sector}} , author={{ VYanamandram } and { LWhite }} 10.1108/02652321011085202 , journal={{International Journal of Bank Marketing}} 28 7 , year={2010} } @book{b58, , author={{ VAZeithaml } and { LLBerry } and { ParasuramanA }} , title={{The behavioral consequences of service}} , year={1996} }