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Yip, G., & Bink, A. (2007-09-06). Managing Knowledge. In Managing Global Customers: An Integrated Approach. : Oxford University Press. Retrieved 26 May. 2020, from https://www.oxfordscholarship.com/view/10.1093/acprof:oso/9780199229833.001.0001/acprof-9780199229833-chapter-8.