Conceptual Model of Relationships among Customer Perceptions of Components of Insurance Service
By: Urban Sebjan and Polona Tominc
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Language: English
Page range: 32 - 44
Published on: Aug 4, 2015
Published by: University of Sarajevo
In partnership with: Paradigm Publishing Services
Publication frequency: 3 issues per year
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© 2015 Urban Sebjan, Polona Tominc, published by University of Sarajevo
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.