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The long-term impact of service empathy and responsiveness on customer satisfaction and profitability: a longitudinal investigation in a healthcare context

Crossref DOI link: https://doi.org/10.1007/s11002-017-9429-2

Published Online: 2017-05-03

Published Print: 2017-12

Update policy: https://doi.org/10.1007/springer_crossmark_policy