S. M. Reza Nasserzadeh, M. Hamed Jafarzadeh, Taha Mansouri, and Babak Sohrabi, “Customer Satisfaction Fuzzy Cognitive Map in Banking Industry,” Proceedings of the 10th International Business Information Management Association (IBIMA), ISBN: 978-0-9753393-9-8, 30 June – 2 July 2008, Kuala Lumpur, Malaysia, p.444-455.
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