Coote, Leonard V.
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Measurement properties of rankings and ratings:

Coote, Leonard V.
Journal of Business Research.  64 (2011)  12 - p. 1296-1302 , 2011
 
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Self-Service Technology and the Service Encounter:

Beatson, Amanda ; Lee, Nick ; Coote, Leonard V.
The Service Industries Journal.  27 (2007)  1 - p. 75-89 , 2007
 
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