Worcester Research and Publications

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WRaP is a collection of research papers and university publications. It presents the academic and creative work of the university. You are welcome to look for and obtain items of interest and make contact with the authors and creators.

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Nicholls, Richard and Heinonen, Kristina (2022) Customer-to-customer interactions in service. In: The Palgrave Handbook of Service Management. Palgrave Macmillan Cham, pp. 629-654. ISBN 978-3-030-91827-9; eBook: 978-3-030-91828-6

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