@articleEvanschitzky_Wangenheim_Wünderlich_2012, title=Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops., volume=88, number=3, journal=Journal of Retailing, publisher=Elsevier, author=Evanschitzky, Heiner and Wangenheim, Florian v and Wünderlich, Nancy, year=2012, pages=356–366 
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