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Garnefeld I, Münkhoff E, Raum K. Threat and normative appeals to reduce product returns in online retailing – An effective marketing practice? In: 42nd EMAC Annual Conference, Istanbul. ; 2013.

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Garnefeld I, Steinhoff L. Primacy versus Recency Effects in Extended Service Encounters. Journal of Service Management. 2013;24(1):64-81. doi:http://dx.doi.org/10.1108/09564231311304198