juhuslik suhtlus inimeste vahel, kes on tarbinud kaupu või teenuseid ja annavad nende kohta oma tajutava hinnangu, ja inimeste vahel, kes on huvitatud nende kaupade või teenuste kogemisest
while the quality of the product, customer service, and servicescape atmosphere lead to customer satisfaction, it is servicescape atmosphere and customer satisfaction that drive word-of-mouth behaviour
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