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美国市场营销学会顾客满意度手册：研究、计划和实施指导/(美) 阿伦·杜卡著= AMA handbook for customer satisfaction：a complete guide to research, planning & implementation/Alan F. Dutka/吕一林, 阎鸿雁译.-北京：中国宇航出版社，1998.10
