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Pritchard, Michael and Silvestro, Rhian (2000) Applying the service profit chain in a retail environment - challenging the "satisfaction mirror". International Journal of Service Industry Management, 11 (3). pp. 244-268. doi:10.1108/09564230510613997 ISSN 0956-4233.
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Silvestro, Rhian and Silvestro, Claudio (2000) An evaluation of nurse rostering practices in the National Health Service. Journal of Advanced Nursing, 32 (3). pp. 525-535. doi:10.1046/j.1365-2648.2000.01512.x ISSN 0309-2402.