Submitted on: 02 November 2017.
Revised on: 23 November 2017.
Accepted on: 11 December 2017.
___________________Journal of Services Marketing---EMERALD GROUP PUBLISHING LTD
Submitted on: 31 December 2017.
Revised on: 16 March 2018.
Accepted on: 14 April 2018.
___________________Journal of Services Marketing---EMERALD GROUP PUBLISHING LTD
Submitted on: 22 October 1999.
Revised on: 23 November 1999.
Accepted on: 10 January 2000.
___________________Journal of Services Marketing---EMERALD GROUP PUBLISHING LTD
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