References Promise Index

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simms, jane. brand advocacy: bridging gap , marketing, december 12, 2007.



cooper, clive. big issues facing in 2007 , brand republic, january 5, 2007.
simms, jane. measuring brand s image against consumer experience , marketing, december 13, 2007.

simms, jane. customer expectations: promises, promises , marketing, july 13, 2005.



simms, jane. customer expectations: mind gap , marketing, july 7, 2004.






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