Question.3214 - You are required to write a literature review on the topic: ‘customer satisfaction’. Within this you are expected to define the concept and critically evaluate the key theories in the area. In this section you will be assessed upon: 1. Your understanding of customer satisfaction and your ability to relate it with the relevant concepts of relationship marketing. 2. Your use of suitable academic sources (such as journals and textbooks) 3. Evidence of criticality in your discussion
Answer Below:
CUSTOMER xxxxxxxxxxxx INTRODUCTION xxxxxxxx all xxx organizations xxxx come xx know xxx importance xx customer xxxxxxxxxxxx because xx is x world xxxx understanding xxxx maintaining xxx existing xxxxxxxxx is xxx less xxxxxx than xx win xxx new xxxx The xxxxxxxxxxxxx have xxxx accepted xxx fact xxxx there xx a xxxxxx link xxxxxxx customer xxxxxxxxxxxx customer xxxxxxxxx and xxx profitability xx the xxxxxxxxxxxx Therefore xxx key xxxxxx of xxxx organizations xxxxxxxx is xxxxxxxx satisfaction xxxx invest x large xxxxxx in xxx areas xxxxx will xxxxxx in xxxxxxxx satisfaction xxxx as xxx quality xx products xx services xxxx provide xxx their xxxxxxxx service xx order xx get xxxxxx to xxxxx customers xxx companies xxx investing xxxxxxx in xxxxxxxx marketing xxxxxxxxxxxx management xxx customer xxxxxxxx Let xx first xxxxxxx the xxxxxxxxxx of xxxxxxxx satisfaction xxxxxx going xxxx its xx depth xxxxx Customer xxxxxxxxxxxx is xxxx part xx the xxxxxxxxxx of x customer xxxxx exposes xxx behaviour xx the xxxxxxxx on xxx expectation xx the xxxxxxxxx The xxxxx of xxxxxxxx satisfaction xxxxxxx on xxx proficiently xx is xxxxxxx and xxx quickly xxx services xxx provided xx the xxxxxxxxx The xxxxxxx business xxxxxxx with xxxxx the xxxxxxxx satisfaction xx related xxx marketing xxxxxxxxxxxxx of xxxxxxxx the xxxxxxx quality xxx services xxxxxxxxxx of xxxxxxx after xxxxx service xxx complaint xxxxxxxxxx Customer xxxxxxxxxxxx is xxx impression xxxxx a xxxxxxxx has xxxxx the xxxxxxxx This xxxxxxxxxx is xxx result xx all xxx process xx goes xxxxxxx starting xxxx communicating xxxxxxxx before xxxxxx the xxxxxxxx or xxxxxxxx to xxxx delivery xxxxxxxx and xxxxxxxx queries xx the xxxxxxxxx The xxxxx process xxxxx the xxxxxxxxx to xxxxxxx an xxxxxxx about xxx supplier xxxxx results xx either xxxxxxxxxxxx or xxxxxxxxxxxxxxx The xxxxxxxxxx of xxx customer xxxxx the xxxxxxxx helps xxx her xx choose xxx supplier xx the xxxxx of xxxxx of xxxxx the xxxxxxxx receives xxx the xxxxxxxxxxxxxxx of xxx product xx accordance xxxx the xxxxxxxxxxxx of xxx customer xx the xxxxxxxx is xxxxxxxxx with xxx after xxxxx services xxxx the xxxxxxxx has xxxx chances xx retaining xxx customer xxx in xxxx makes xxxxxxxx purchases xxx the xxxxxxxx makes xxxx profits xx is xxxx necessary xxx the xxxxxxxx to xxxxxxxx with xxx customers xx regular xxxxxxxxx in xxxxx to xxxxxxxx customer xxxxxxxxxxxx These xxxxxxxxxxxx help xxx supplier xx understand xxx customers xxx their xxxxx As xxx level xx the xxxxxxxxxxxx of xxx customers xxxxxxxxx their xxxxxxxxxxx attachment xxxx a xxxxxxxxxx product xxx the xxxxxxxx also xxxxxxxxx Hence xxxxxxxx satisfaction xx very xxxxxxxxx aspect xxxx every xxxxxxxx should xxxxx on xx establish x renounced xxxxxxxx in xxx global xxxxxx and xxxxxxx business xxx profit xxx Theories xx Customer xxxxxxxxxxxx In xxx literature xxxxx has xxxx discussion xxxxx two xxxxx concepts xx satisfaction xxxxxxxxxxxxx marketing xxx main xxxxxxx of xxxxxxxxxxxxx Marketing xx or xxxxxxxxxxx marketing xx to xxxx a xxxxxxx or xxxxxxx either xxx or xx sometime xx perform xx exchange xxxxx is xxxxxxxxx aimed xxxxxxx the xxxxx of xxx supplier xxx approach xx the xx is xxxxxxx on xxx interest xx the xxxxxxx This xxxxxxxx is xxxxxxx building xxxxx term xxxxxx transaction xxxx the xxxxxxxxx The xxxxxxxx of xxxxxxxxxxxxx marketing xxx the xxxxxxxx of xxx tactical xxxxxxx which xxx relatively xxxxx term xx nature xxxxxxxxx and xxxxxxx can xx a xxxx example xxx the xxxxxxx can xxxx use x strategy xxxx is xxxxxxx focused xx TM xx has x predominant xxxxxxxxxxxxxx of xxxxxxx communication xx this xxxxxxxx the xxxx focus xx on xxxxxxx of xxx product xx the xxxxxxxxxxxx rather xxxx on xxxxxxxx and xxxxxxxx a xxxxxxxx The xxxxxxxx of xxxxxxxxxxxxx Marketing xx focused xx profit xxxxxxxxxxxx of xxx company xx inviting x large xxxxxx of xxxxxx to xxx their xxxxxxxx The xx approach xxxxx rise xx many xxxxxxxxxxxx which xxx basically xxxxxx activity xxx does xxx form xxxx of xx on-going xxxx term xxxxxxxxxxxx with xxx customers xxx stress xx laid xx maximisation xx the xxxxxxxxxx and xxx increasing xxxxxx of xxxxxxxxxx sales xxxxxx than xx building x long xxxx relationship xxxx the xxxxxxxx Relational xxxxxxxxx strategies xxxxx TM xxxxxxx on xxxxxxx a xxxxxxxxxx product xxx walking xxxx Relational xxxxxxxxx looks xx the xxxxx as xxx first xx developing xx a xxxxxxxxxxxx with xxx customer xxx main xxxxxxxxx of xxxxxx Relational xxxxxxxxx Strategies xxx is xx develop xxxxxxx maintain xxx commercialize xxxxxx term xxxxxxxx customer xxxxxxxxxxxxx so xxxx the xxxxxxxx of xxxx the xxxxxxx are xxx The xxxxxxx goal xx Relational xxxxxxxxx Strategy xx to xxxxx a xxxxxxxxx and xxxxxxxx beneficial xxxxxxxxxxxx where xxxx the xxxxx and xxxxxx have xx interest xx maintaining x long xxxx realtionship xxxxxxxxxx Marketing xx basically x customer xxxxxxx marketing xxxxxxxx In xxxx strategy xxx focus xx the xxxxxxxxxxxx is xx find xxx if xx can xxxxx a xxxxxxxxxxxx with x customer xxx if xx can xxxx it xxxxx to xxxxx on xxx needs xx the xxxxxxxx and xx find xxx whether xx will xx able xx gain xxxx than xxxx a xxxxxx sale xxx is xx attempt xxxxx involves xxxxxxxx a xxxx term xxxxxxxxxxxx between xxxx the xxxxxxx and xx characterized xx mutual xxxxxxxxxxx and xxxxxxxxxx and xxxxx a xxxxxxxx rather xxxx a xxxxxxx is xxx centre xx all xxxxxxxxx activities xxx difference xxxxxxx Relational xxxxxxxxx Strategy xxx Transactional xxxxxxxxx Strategy xx that xxx focuses xx the xxxxxxxxxx of xxxxxxxx and xxxxxxxxxxx customer xxxxxxxxxxxxx for xxx way xx the xxxxxxxxxxxx s xxxxxxxxxxxx Marketing xx today x business xxxxx Relationship xxxxxxxxx has xxxxxx a xxxx important xxx necessary xxxxxxx It xx basically xxxxxxxxx in xxxxxxx business xxxxxxx of xxx growing xxxxxxxxxx of xxxxxx business xx retail xxxxxx which xxxxxxxx focusing xx long xxxx relationship xxxx the xxxxxxxxx Very xxx companies xxxx realized xxx importance xxxxxxxxx the xxxxxxxx relations xxxxx conducting xxxxxxxxx research xxxxxxxx satisfaction xxxxxx is xx important xxxx for xxxxxxxxx relations xxxx the xxxxxxxxx In xxxxxxxxx we xxxx discuss xxxx a xxxxxx research xx consumers xx an xxxxxxxxx tool xxx the xxxxxxxx orientation xxx ensuring xxx retention xx the xxxxxxxxx the xxxxxxx should xxxx a xxxx marketing xxxxxxxx and x successful xxxxxxxxxx of xxxxxxxxxxxxx and xxx that xx is xxxxxxxxx to xxxxx a xxxxxxxx relation xxxx the xxxxxxxxx who xx turn xxxx show xxxxxxxxxx towards xxx company xxx companies xxxxxx also xxxxxxxx the xxxxxxxxx complains xx well xx suggestions xxx work xx resolve xxxx so xxxx the xxxxxxxxx retain xxxxx commitment xxxxxxx the xxxxxxx The xxxxx marketing xxx is xx provide xxx best xxxxxxxx and xxxxxxxx in xxx industry xx the xxxxxxxxx In xxxxxxxxxxxx Marketing xxx direct xxxxxxxxx and xxx suggestions xxxxx a xxxxxxxx provides xxxxxxx campaigns xxxxxx be xxxxxxxxx analysed xx attempt xx the xxxxxxx to xxxxxx customers xxxxxxx after xxxxx service xxxxx goodwill xxx the xxxxxxx which xxxxxxxx new xxxxxxxxx A xxxx word xx mouth xxxx the xxxxxxxx also xxxxx the xxxxxxx more xxxxxxxxxxx and xxxxxxxxx its xxxxxx The xxxxx seller xxxxxxxxxxxx also xxxx enhanced xxxxxxx a xxxx customer xxxxxxxx Consumers xxxxxx satisfaction xxxxxx because xx good xxxxxxxxxxx experience xx due xx the xxxx after xxxxx servicesThis xxxxx will xxxxxxxxxx evaluate xxx customer xxxxxxxxxxxx strategies xxxxxxx by x mobile xxxxxxxxx service xxxxxxxx company xxxxxx O xxxx over xx the xxxxxx share x can xx said xx one xx the xxxxxxx mobile xxxxxxxxxxxxxx service xxxxxxxx The xxxxxxx is xxxxxx on xxxxxx and xxx York xxxxx Exchanges x has xxx operations xx UK xxxxxxx and xxxxxxx The xxxxx group xx O xxx about x customers xxx above xxxxxxxxx It xxx its xxxxxxxx ranging xxxxx m xxxxxx O xxx its xxxxxxxx in xxxx cities xxxx Dublin xxxx and xxxxxx It xxx itscustomer xxxx centre xx Limerick xxxx the xxxxxx of xxxxxxxxx counting xxxx than xxx of xxxxx workforce xx more xxxx in xxx customer xxxx department xx the xxxx O xxxx its xxxxxxxx base xx making xx a xxxxxx in xxx sector x has xxxx substantial xxxxxxxxxx in xxx infrastructure xx that xxx huge xxxxxxx of xxxxx text xxx data xxx be xxxxxxxxxxx easily xxxxx day xxx main xxxxx of xxxxxxxxxx includes xxx antennae xxxxxxxxxxxx and xxxxxxxx hardware xxx to xxxxx the xxxxxxxx networks xxx made xxxxxxxx O xxxxx an xxxxxxxxxx of x every xxxx to xxxxxxxx network xxxxxxxx and xxx quality xx service xxxxx it xxxxxxxx In xxxxx to xxxxxxxx its xxxxxxxxxxx advantage x prefers xxxxxxxx and xxxxxxxx that xxxx use xx new xxxxxxxxxx Due xx this xxxxxxxxxx in xxxxxxxxxx and xxxx network xxxxxxxx the xxxxxx can xxxx play xxxxx pictures xxxx and xxxxxx to xxxxx wherever xxxx go xxxx commitment xx the xxxxxxx to xxxxxxx the xxxxxxx coverage xxxxxxxxxx is xxx to xxx success xx O xxxxxxxxxx implemented xx the xxxxxxx to xxxxxxx customer xxxxxxxxxxxx In xxxxx s xxxxx most xx the xxxxxx have x smart xxxxx therefore xxxxxxx of xxxxxxxxx new xxxxxxxxx O xxxx for xxxxxxx on xxx existing xxxxxxxxx The xxxxxxxxx are xx the xxxxx that xxxx change xxxxx mobile xxxxxxxx on xxx basis xx price xxx consumers xx for xxx operator xxx provides xxx cheapest xxxx at x given xxxx therefore x focuses xx retaining xxx old xxxxxxxxx rather xxxx hunting xxx new xxxx In xxxxx to xxxxxxx their xxxxxx of xxxxxxxx satisfaction x makes xxxxx strategy xxxx breathe xxx happen xxxxxxxxxx the xxxxxxxxxxxx Customers xxx Fans xxx main xxxxxxxx of x is xx make xxxxx existing xxxxxxxxx extremely xxxxxxxxx so xxxx the xxxxxxxxx can xxxxxxx a xxxxxxx towards xxx company xxxxxxxxx to xxx company xxxxxxxxx think xxx fans xxxx A xxxxxxxx will xxxxx but x fan xxxx trust xxx company xxx talk xxxxx it xx their xxxxxxx A xxxxxxxx in xxxxxxx will xxxx a xxxxxxxx thinking xxxx I xx choose xxxx because xx s xxxxxxx It x a xxxxxxx customers xx through xxxxxxx their xxxx tells xxxx to xxx if x customer xx a xxx of xxx company xxxx ll xxx everything xxx company xxx got xx offer xxx will xxxxxx choose xxxx particular xxxxxxx first xxxx s xxx O xxxx fans xxxxxxx of xxxxxxxxx If xxxxx employees xxx not xxxx of xxx company xxxx re xxx likely xx inspire xxxxxxxxx to xxxxxx fans xxxxxxx Brook xxx over xxxxxx divided xxxx teams xx to xxx building xx very xxxxxx light xxx airy xxxxxxx of xxx fact xxxx people xxxx on xxx phone xxxxxxxxxxxxxx it x surprisingly xxxxx and xxxx The xxxxxxx environment xx also xxxx tidy xxxxxxx of xxx briefcase xxxxxx in xxx office xxx people xx O xxxx become xxxxx fans xxxx when xxxx have xxxxxx information xxxxxxxxx its xxxxxxxx and xxxxxxxxxx this xx turn xxxx keep xxx customers xxxxxxxxx as xxxx will xxxx be xxxxxx all xxx information xxxxxxxxx the xxxxxxx s xxx plans xxxx the xxxxxxxxxx of xxxxxxx a xxx for xxxxxxxxxxx in xxx network xxx development xx new xxxxxx self-service xxxxxxxx and xxxxxxxxxxxxx Favourites x friends xxx families xxxxxxxx offering xxxx discounts xx international xxxxx According xx the xxxxx Executive xx O xxxxx Dunn xxxxx main xxxxxxxxx target xx to xxxx their xxxxxxxxx into xxxx They xxxx invested x lot xx training xxxxx people xxxxx how xxx why xxxx should xxxx their xxxxxxxxx into xxxx Customer xxxxxxxxxxxx This xx the x s xxxx recognized xxxxxxxxx strategy x s xxxxxxxxx is xxx with xxx number xx callers xxxxxxx or xxx average xxxxxxxx of xxx call xxxxx a xxxxxxx call xxxxxx has xx order xx ensure xxxx its xxxxxxxxx has xxx highest xxxxx of xxxxxxxxxxxx the xxxxxxx has xxxxxxxxx the xxxxxxxxx two xxxxxxxx of xxxxxxxx satisfaction xxx The xxxxx The xxxxxxx s xxxxxxxx of xxxxxx telephone xxxxxx is xxxxxx See xxx Signs xxxx measure xx highly xxxxxxxxx in xxxxx and xxx results xxx for xxxxxx management xxx after xxxxx through xxx results xxxxx an xxxxxxxxxxxxx about xxxx is xxxxxxx customer xxxxxxxxxxxx in xxx current xxxxxxxxxxx This xxxxxx helps xxx senior xxxxxxxxxx to xxxx an xxxxxxxxxxxxx of xxx areas xxxxx the xxxxxxx needs xx focus xx a xxxxxx of xxxx the xxxxxxxx satisfaction xxxxxxxxxxxx of xxx call xxxxxxx and xxxxx knowledge xxx tracked xxxxxxxxxxxx through xxx second xxxxxx mentioned xxxxx See xxx Moment xxx most xxxxxxxxx marketing xxxxxxxx of x across xxx teams xx the xxxxxxx centre xx the xxx the xxxxxx survey xxxx is x real xxxx short xxxxxx that xx sent xx of xxx callers xxx selection xx the xxxxxxx is xxxx randomly xxx text xx the xxxxxx is xxxx to xxx caller xxxxxx hours xx the xxxx and xxx response xxxx from xxx customers xx Resultantly xxxx call xxxxxxx receives xxxxx - xxxxxx responses xx a xxxxx which xx sufficient xx provide xx indication xx how xxxxxxxxx or xxxxxxxxxxxx they xxx making xxxxx customers xxxx The xxxx performance xx an xxxxxxxx is xxxxxx dealt xxxx on x one-to- xxx basis xxxxxxx of xxxxxx company-wide xxxxxxx for xxx employees xx improve xxxxx performance xxxxxxxx Facing xxxxx The xxxx handlers xx O xxxx to xxxxx most xx their xxxx over xxx phone xx talk xxxx which xxxxxxxx of x high xxxxxxxxxx of xxxx over xxx phone xxxxxxxx to xxxxxxxxx But xx the xxxxxxx of xxxxxxx to xxxxxxxxx the xxxx holders xxx not xxxxxxxxx about xxxxxxx their xxxx duration xxxxxxx rather xxxx are xxxx focused xx providing xxxxxxxx and xxxxxxxxxx answers xx their xxxxxxxxx which xxxx make xxxx content xxxxx and xxxxxxxxx - xx an xxxxxxxxx corporate xxxxxxxx for x In xxxx strategy xxx call xxxxxxx are xxxxxx on xxx basis xx the xxxxxx of xxxxxxxxx they xxxx into xxxx in x week xx order xx reach xxx million xxxx target xx the xxx of xx already xxxx earlier xxxxx are x lot xx benefits xx turning xxxxxxxxx into xxxx but xx the xxxx time xx needs x lot xx hard xxxx at xxx company x end xx O xxx management xxxxxx the xxxx concept xxxxxxx Fans xxxx three xxxxx more xxxxxxxxxxx of xxxxxxx with xxxxx current xxxxxxx O xxxx will xxxxxx recommend xxxxx current xxxxxxx provider x to xxxxx friends xxx relatives xxxx will xxxxx an xxxxxxx of xxxx a xxxxxxxx rather xxxx Other xxxxxxxx satisfaction xxxxxxxxxx In xxxxxxxx to xxx above xxx other xxxxxxxx satisfaction xxxxxxxxxx implemented xx the xxxxxxx are xxxx investment xx infrastructure xxxx antennae xxxxxxxxxxxx and xxxxxxxx hardware xx that xxx customers xxx enjoy x hassle xxxx coverage xx network xxx the xxxxx and xxxxx can xx transmitted xxxxxx A xxxx network xxxxxxxx all xxxx is x key xx the xxxxxxxxxxxx of xxx customers xxxxx leads xx their xxxxxxxxx O xxxxx huge xxxxxxxxxx in xxx technologies xx that xx can xxxxxxx latest xxxxxxxx and xxxxxxxx to xxx customers x has xxxxxxxx launched xxx customer xxxxxxxxxx strategy xxx the x Wholesale xxxxx which xxxxxxx that xxx wholesalers xxx given xxx best xxxxxxxxxx possible x has xxxxxxxxxx online xxxxxxx shooting xxxxx which xxxxxxx resolves xxx the xxxxxxx of xxx customers x has xxxx developed xx online xxxxxxxxx forum xxxxx makes xxx customers xxxx attached xx the xxxxxxx As xxxxxxxxx in xxx above xxxxx Transactional xxxxxxxxx Strategies xx focused xxxxxxx short xxxx or xxxxxx transaction xxxxxxxxxxxx with xxx customers xxx is x form xx one xxx communication xxxx the xxxxxxxxx and xxx predominance xx on xxxxxxx the xxxxxxxx of xxx company xxx profit xxxxxxxxxxx but xxx customer xxxxxxxxxxxx strategies xxxxxxxxxxx by x tells x different xxxxx Their xxxxxxxxxx are xxxx focused xx building xxxx term xxxxxxxxxxxx with xxx customers x has x customer xxxxxxx marketing xxxxxxxx so xxxx the xxxxxxx can xxxxx on xxx repeat xxxxxxxx which xx can xxxx through xxx existing xxxxxxxxx In x a xxxxxxx strategy xxx been xxxxxxxxxxx where xxxx target xx make xxxxx customers xxxxx fans xx that xxxx can xxxxxxxxxx buy xxx products xxx services xx O xxxxxxx of xxxxxxxxx over xxx service xxxxxxxx in xxxxxx of x price xxxxxxxxx company xxx company xxx implemented xx excellent xxxxxxxx satisfaction xxxxxxxx to xxxxxxx in xxx competitive xxxxxxx and xxxxxxxxxxx and xxxx is xxx it xx top xxxxxx amongst xxx leaders xx the xxxxxx telephone xxxxxxx providing xxxxxxxxx Inspite xx being xxx best xxxxx are xxxxxxx loop xxxxx on xxxxx the xxxxxxx should xxxx in xxxxx to xxxxxxx in xxx long xxx For xxxxxxx the xxxxxxx can xxxx on xxx call xxxxx which xx offers xx be xxxxxxxxxxx with xxx other xxxxxxx providers xxx company xxxxxxxxxx to xxxxxxxxxxxxx on xxx customer xxxxxxxxxxxx strategies xxxxxx also xxxx a xxxxx on xxx expenses xx the xxxxxxx related xx these xxxxxxxxxx so xxxx it xxx be xxxxxxxxxxx in xxx long xxx The xxxxxxx should xxxx focus xx developing xxx customers xxxxxxx promotion xxx pricing xxxxxxxxxx and xxxxxx expend xxx presence xxxxx wide xx order xx achieve x global xxxxxxxx ReferencesNigel xxxx Jim xxxxxxxxx Handbook xx Customer xxxxxxxxxxxx And xxxxxxx Measurement xxxxxxxxx from xxxx books xxxxxx co xx books xx b x Dt xxx C xxx pg xx amp xxx PA xxx dq xxxxxxxx satisfaction xxxxxxxxxx amp xxxxxx bl xxx ots xxx zVEXZv xxx sig xx V xxxxx DSK xxxx wINHmb xxx hl xx amp xx X xxx ei x NHUee xxxxxxx IG xx amp xxx CG x AEwBg x onepage xxx q xxxxxxxx satisfaction xxxxxxxxxx amp x falseCustomer xxxxxxxxxxxx Qfinance xxxxxxxxx from xxxx www xxxxxxxx com xxxxxxxxxx customer-satisfactionCharles x Gengler xxxxx T x Popkowski xxxxxxxx Using xxxxxxxx satisfaction xxxxxxxx for xxxxxxxxxxxx marketing x direct xxxxxxxxx approach xxxxxxxxx from xxxx www xxxxxxxxxxxxx com xxxxxxx article xxx S xxxxx Chung xx A xxxxx of xxxxxxxxxxxx Marketing xx Customer xxxxxxxxxxxx retrieved xxxx http xxxxxxxxx com xxxx jssp xxx Modern xxxxxxxxx Orientation xxxxxxxxxx versus xxxxxxxxxxxxx Marketing xxxxxxxxx from xxxx smartamarketing xxxxxxxxx com xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx relational-versus-transactional-marketing xxxxxxxx Insight- xxxx Study- x Retrieved xxxx http xxx customer-insight xx uk xxxxxxx O xxx the xxxx of xxxxxx communications xxxxxxxxx from xxxx www xxxxxx co xx url xx t xxx rct x amp x amp xxxx s xxx frm xxx source xxx amp xx amp xxx CC xxxxx amp xxx http x F xxxx business xx Fpdf xxxx Fo x h xx pdf xxx ei xxxxxxxxxxxx rAfnhoDgCA xxx usg xxxxxxxx MGOe xxxxx oIO xxxxxx aag xxx bvm 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