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      Qualitative Marktforschung 

      Blueprinting, sequentielle Ereignismethode und Critical Incident Technique

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          Prospect Theory: An Analysis of Decision under Risk

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            The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

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              The critical incident technique.

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                Book Chapter
                : 617-633
                10.1007/978-3-8349-9258-1_39
                3304cebb-68a9-4e5c-92a5-f570daaf41db
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