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Fatma Aldırmaz Akkaya, Ahmet Ünal. "Müşteri Maliyetlerinin Analizine Yönelik Bir Çalışma: Sigorta Sektörü Örneği (A Study for the Analysis of Customer Costs: Insurance Sector Example)." İşletme Araştırmaları Dergisi 11.3 (2019) 1693-1711