685829cda35553b9fbecbbf7efdadaa2 sustainability_a2019v11p1382.pdf 544fd040649f1948c8c1c3a73c6ad56d4731ec43 sustainability_a2019v11p1382.pdf 1a0bafbc066c549bed693b05a5ea31267a5ecdfc93881f97154d378faff6087f sustainability_a2019v11p1382.pdf Producer: iText® 7.1.1 ©2000-2018 iText Group NV (AGPL-version) CreationDate: Mon Mar 11 07:06:50 2019 CET ModDate: Mon Mar 11 07:06:50 2019 CET Tagged: no UserProperties: no Suspects: no Form: none JavaScript: no Pages: 19 Encrypted: no Page size: 595.276 x 841.89 pts (A4) Page rot: 0 File size: 950792 bytes Optimized: no PDF version: 1.7 name type encoding emb sub uni object ID ------------------------------------ ----------------- ---------------- --- --- --- --------- BRMOOD+URWPalladioL-Ital Type 1 Custom yes yes no 10 0 IRJIRR+URWPalladioL-Bold Type 1 Custom yes yes no 15 0 SPDZRF+URWPalladioL-Roma Type 1 Custom yes yes no 19 0 ENLEMO+VnURWPalladioL-Bold Type 1 Custom yes yes no 23 0 IZBVAO+TimesNewRomanPS-BoldItalicMT Type 1C WinAnsi yes yes no 32 0 MCBCCI+SourceSansRoman-Regular Type 1C Custom yes yes no 54 0 MCBCCM+SourceSansRoman.613wght Type 1C Custom yes yes no 58 0 MCBCCO+SourceSansRoman-Bold Type 1C Custom yes yes no 62 0 KAYNOZ+CMSY10 Type 1 Builtin yes yes no 81 0 OICJLF+PalatinoLinotype TrueType WinAnsi yes yes no 92 0 OICKIB+PalatinoLinotype,Italic TrueType WinAnsi yes yes no 95 0 OICKID+PalatinoLinotype,Bold TrueType WinAnsi yes yes no 98 0 OICLBC+PalatinoLinotype,BoldItalic TrueType WinAnsi yes yes no 101 0 OIDBLH+SimSun CID TrueType Identity-H yes yes yes 104 0 JLZORU+EURM10 Type 1 Builtin yes yes no 130 0 OIDMFH+TimesNewRoman CID TrueType Identity-H yes yes yes 144 0 OICJLF+PalatinoLinotype TrueType WinAnsi yes yes no 150 0 OICKIB+PalatinoLinotype,Italic TrueType WinAnsi yes yes no 153 0 OICKID+PalatinoLinotype,Bold TrueType WinAnsi yes yes no 156 0 OICLBC+PalatinoLinotype,BoldItalic TrueType WinAnsi yes yes no 159 0 WBVKDJ+URWPalladioL-BoldItal Type 1 Custom yes yes no 167 0 RYQMUY+VnURWPalladioL Type 1 Custom yes yes no 186 0 Jhove (Rel. 1.22.1, 2019-04-17) Date: 2020-01-16 05:28:17 CET RepresentationInformation: sustainability_a2019v11p1382.pdf ReportingModule: PDF-hul, Rel. 1.12.1 (2019-04-17) LastModified: 2020-01-10 10:28:33 CET Size: 950792 Format: PDF Version: 1.7 Status: Well-Formed and valid SignatureMatches: PDF-hul MIMEtype: application/pdf PDFMetadata: Objects: 393 FreeObjects: 1 IncrementalUpdates: 0 DocumentCatalog: PageLayout: SinglePage PageMode: UseNone Outlines: Item: Title: Introduction Destination: edu.harvard.hul.ois.jhove.module.pdf.PdfSimpleObject@29444d75 Item: Title: Theoretical Background and Hypothesis Destination: edu.harvard.hul.ois.jhove.module.pdf.PdfSimpleObject@2280cdac Children: Item: Title: Service Delivery’s Role in Remarkable Customer Experiences Evoking Customer Delight Destination: edu.harvard.hul.ois.jhove.module.pdf.PdfSimpleObject@1517365b Item: Title: The Link between the Service Delivery Role and Emotions Evoking Customer Delight Destination: edu.harvard.hul.ois.jhove.module.pdf.PdfSimpleObject@4fccd51b Item: Title: Emotions Role in RCE to Evoke Customer Delight Destination: edu.harvard.hul.ois.jhove.module.pdf.PdfSimpleObject@44e81672 Item: Title: Methodology Destination: edu.harvard.hul.ois.jhove.module.pdf.PdfSimpleObject@60215eee Children: Item: Title: Sample and Method Destination: edu.harvard.hul.ois.jhove.module.pdf.PdfSimpleObject@4ca8195f Item: Title: Data Collection Destination: edu.harvard.hul.ois.jhove.module.pdf.PdfSimpleObject@65e579dc Item: Title: Measurements Destination: edu.harvard.hul.ois.jhove.module.pdf.PdfSimpleObject@61baa894 Item: Title: Results Destination: edu.harvard.hul.ois.jhove.module.pdf.PdfSimpleObject@b065c63 Item: Title: Discussion and Implications Destination: edu.harvard.hul.ois.jhove.module.pdf.PdfSimpleObject@768debd Children: Item: Title: Theoretical Implications Destination: edu.harvard.hul.ois.jhove.module.pdf.PdfSimpleObject@490d6c15 Item: Title: Practical Implications Destination: edu.harvard.hul.ois.jhove.module.pdf.PdfSimpleObject@7d4793a8 Item: Title: Conclusions Destination: edu.harvard.hul.ois.jhove.module.pdf.PdfSimpleObject@449b2d27 Item: Title: References Destination: edu.harvard.hul.ois.jhove.module.pdf.PdfSimpleObject@5479e3f Info: Producer: iText® 7.1.1 ©2000-2018 iText Group NV (AGPL-version) CreationDate: Mon Mar 11 07:06:50 CET 2019 ModDate: Mon Mar 11 07:06:50 CET 2019 ID: 0x548970095d52633101a2e272863ec857, 0x548970095d52633101a2e272863ec857 Filters: FilterPipeline: FlateDecode Fonts: Type1: Font: BaseFont: KAYNOZ+CMSY10 FontSubset: true FirstChar: 0 LastChar: 33 FontDescriptor: FontName: KAYNOZ+CMSY10 Flags: Symbolic FontBBox: -29, -960, 1116, 775 FontFile: true Font: BaseFont: JLZORU+EURM10 FontSubset: true FirstChar: 31 LastChar: 31 FontDescriptor: FontName: JLZORU+EURM10 Flags: Symbolic FontBBox: -32, -243, 1060, 720 FontFile: true Font: BaseFont: SPDZRF+URWPalladioL-Roma FontSubset: true FirstChar: 2 LastChar: 252 FontDescriptor: FontName: SPDZRF+URWPalladioL-Roma Flags: Symbolic FontBBox: -166, -283, 1021, 943 FontFile: true EncodingDictionary: Differences: true Font: BaseFont: ENLEMO+VnURWPalladioL-Bold FontSubset: true FirstChar: 243 LastChar: 243 FontDescriptor: FontName: ENLEMO+VnURWPalladioL-Bold Flags: Symbolic FontBBox: -152, -301, 1000, 935 FontFile: true EncodingDictionary: Differences: true Font: BaseFont: WBVKDJ+URWPalladioL-BoldItal FontSubset: true FirstChar: 112 LastChar: 112 FontDescriptor: FontName: WBVKDJ+URWPalladioL-BoldItal Flags: Symbolic FontBBox: -170, -300, 1073, 935 FontFile: true EncodingDictionary: Differences: true Font: BaseFont: BRMOOD+URWPalladioL-Ital FontSubset: true FirstChar: 3 LastChar: 121 FontDescriptor: FontName: BRMOOD+URWPalladioL-Ital Flags: Symbolic FontBBox: -170, -305, 1010, 941 FontFile: true EncodingDictionary: Differences: true Font: BaseFont: RYQMUY+VnURWPalladioL FontSubset: true FirstChar: 189 LastChar: 189 FontDescriptor: FontName: RYQMUY+VnURWPalladioL Flags: Symbolic FontBBox: -166, -283, 1021, 943 FontFile: true EncodingDictionary: Differences: true Font: BaseFont: IRJIRR+URWPalladioL-Bold FontSubset: true FirstChar: 2 LastChar: 122 FontDescriptor: FontName: IRJIRR+URWPalladioL-Bold Flags: Symbolic FontBBox: -152, -301, 1000, 935 FontFile: true EncodingDictionary: Differences: true Pages: Page: Sequence: 1 Annotations: Annotation: Subtype: Link Rect: 75, 757, 218, 793 Annotation: Subtype: Link Rect: 474, 757, 519, 793 Annotation: Subtype: Link Rect: 190, 660, 201, 674 Annotation: Subtype: Link Rect: 491, 660, 502, 674 Annotation: Subtype: Link Rect: 368, 192, 375, 201 ActionDest: 177 Annotation: Subtype: Link Rect: 508, 179, 515, 188 ActionDest: 177 Annotation: Subtype: Link Rect: 191, 152, 198, 161 ActionDest: 177 Annotation: Subtype: Link Rect: 157, 125, 164, 134 ActionDest: 177 Annotation: Subtype: Link Rect: 394, 125, 401, 134 ActionDest: 177 Annotation: Subtype: Link Rect: 289, 111, 296, 120 ActionDest: 177 Annotation: Subtype: Link Rect: 187, 38, 260, 50 Annotation: Subtype: Link Rect: 378, 38, 519, 50 Annotation: Subtype: Link Rect: 466, 536, 518, 555 Page: Sequence: 2 Annotations: Annotation: Subtype: Link Rect: 170, 743, 177, 751 ActionDest: 177 Annotation: Subtype: Link Rect: 339, 688, 346, 697 ActionDest: 177 Annotation: Subtype: Link Rect: 263, 634, 270, 643 ActionDest: 180 Annotation: Subtype: Link Rect: 155, 594, 167, 603 ActionDest: 180 Annotation: Subtype: Link Rect: 234, 594, 246, 603 ActionDest: 180 Annotation: Subtype: Link Rect: 355, 553, 367, 562 ActionDest: 180 Annotation: Subtype: Link Rect: 148, 526, 160, 535 ActionDest: 180 Annotation: Subtype: Link Rect: 257, 526, 269, 535 ActionDest: 180 Annotation: Subtype: Link Rect: 198, 499, 210, 508 ActionDest: 180 Annotation: Subtype: Link Rect: 372, 499, 379, 508 ActionDest: 177 Annotation: Subtype: Link Rect: 406, 472, 413, 481 ActionDest: 177 Annotation: Subtype: Link Rect: 214, 459, 226, 468 ActionDest: 180 Annotation: Subtype: Link Rect: 403, 405, 415, 414 ActionDest: 180 Annotation: Subtype: Link Rect: 416, 405, 428, 414 ActionDest: 180 Annotation: Subtype: Link Rect: 370, 213, 382, 222 ActionDest: 180 Annotation: Subtype: Link Rect: 135, 173, 147, 182 ActionDest: 180 Annotation: Subtype: Link Rect: 367, 159, 374, 168 ActionDest: 177 Annotation: Subtype: Link Rect: 132, 132, 144, 141 ActionDest: 180 Page: Sequence: 3 Annotations: Annotation: Subtype: Link Rect: 251, 729, 258, 738 ActionDest: 177 Annotation: Subtype: Link Rect: 344, 632, 351, 641 ActionDest: 177 Annotation: Subtype: Link Rect: 343, 619, 355, 628 ActionDest: 180 Annotation: Subtype: Link Rect: 155, 592, 167, 601 ActionDest: 180 Annotation: Subtype: Link Rect: 167, 592, 179, 601 ActionDest: 180 Annotation: Subtype: Link Rect: 146, 578, 158, 587 ActionDest: 180 Annotation: Subtype: Link Rect: 156, 565, 168, 574 ActionDest: 180 Annotation: Subtype: Link Rect: 503, 511, 515, 520 ActionDest: 180 Annotation: Subtype: Link Rect: 326, 484, 338, 493 ActionDest: 180 Annotation: Subtype: Link Rect: 101, 416, 113, 425 ActionDest: 180 Annotation: Subtype: Link Rect: 187, 416, 199, 425 ActionDest: 180 Annotation: Subtype: Link Rect: 504, 402, 516, 412 ActionDest: 180 Annotation: Subtype: Link Rect: 212, 362, 224, 371 ActionDest: 180 Annotation: Subtype: Link Rect: 204, 255, 216, 264 ActionDest: 180 Annotation: Subtype: Link Rect: 208, 229, 220, 237 ActionDest: 180 Annotation: Subtype: Link Rect: 368, 215, 380, 224 ActionDest: 180 Annotation: Subtype: Link Rect: 206, 161, 218, 170 ActionDest: 180 Annotation: Subtype: Link Rect: 286, 134, 298, 143 ActionDest: 180 Annotation: Subtype: Link Rect: 299, 134, 311, 143 ActionDest: 180 Annotation: Subtype: Link Rect: 469, 134, 481, 143 ActionDest: 180 Annotation: Subtype: Link Rect: 198, 93, 210, 102 ActionDest: 180 Page: Sequence: 4 Annotations: Annotation: Subtype: Link Rect: 231, 743, 243, 751 ActionDest: 180 Annotation: Subtype: Link Rect: 354, 742, 366, 751 ActionDest: 180 Annotation: Subtype: Link Rect: 103, 715, 115, 724 ActionDest: 180 Annotation: Subtype: Link Rect: 470, 675, 482, 684 ActionDest: 180 Annotation: Subtype: Link Rect: 181, 562, 193, 571 ActionDest: 180 Annotation: Subtype: Link Rect: 123, 535, 135, 544 ActionDest: 180 Annotation: Subtype: Link Rect: 310, 508, 322, 517 ActionDest: 180 Annotation: Subtype: Link Rect: 391, 380, 403, 389 ActionDest: 180 Annotation: Subtype: Link Rect: 211, 340, 223, 349 ActionDest: 180 Annotation: Subtype: Link Rect: 166, 232, 178, 241 ActionDest: 180 Annotation: Subtype: Link Rect: 226, 218, 238, 227 ActionDest: 180 Annotation: Subtype: Link Rect: 358, 204, 365, 214 ActionDest: 177 Annotation: Subtype: Link Rect: 400, 177, 412, 187 ActionDest: 180 Annotation: Subtype: Link Rect: 403, 150, 415, 160 ActionDest: 180 Annotation: Subtype: Link Rect: 415, 150, 427, 160 ActionDest: 180 Annotation: Subtype: Link Rect: 377, 123, 389, 133 ActionDest: 183 Annotation: Subtype: Link Rect: 103, 96, 115, 105 ActionDest: 180 Page: Sequence: 5 Annotations: Annotation: Subtype: Link Rect: 294, 670, 306, 679 ActionDest: 183 Annotation: Subtype: Link Rect: 388, 670, 400, 679 ActionDest: 183 Annotation: Subtype: Link Rect: 303, 657, 315, 666 ActionDest: 183 Annotation: Subtype: Link Rect: 210, 589, 222, 598 ActionDest: 183 Annotation: Subtype: Link Rect: 503, 510, 515, 519 ActionDest: 180 Annotation: Subtype: Link Rect: 130, 456, 142, 465 ActionDest: 180 Annotation: Subtype: Link Rect: 415, 373, 427, 382 ActionDest: 180 Annotation: Subtype: Link Rect: 504, 373, 516, 382 ActionDest: 180 Annotation: Subtype: Link Rect: 102, 346, 114, 355 ActionDest: 180 Annotation: Subtype: Link Rect: 444, 332, 456, 341 ActionDest: 180 Annotation: Subtype: Link Rect: 363, 291, 375, 301 ActionDest: 180 Annotation: Subtype: Link Rect: 246, 278, 258, 287 ActionDest: 183 Annotation: Subtype: Link Rect: 229, 264, 241, 274 ActionDest: 180 Annotation: Subtype: Link Rect: 484, 264, 496, 274 ActionDest: 180 Annotation: Subtype: Link Rect: 243, 149, 250, 161 ActionDest: 78 Annotation: Subtype: Link Rect: 185, 136, 192, 148 ActionDest: 78 Annotation: Subtype: Link Rect: 117, 109, 124, 121 ActionDest: 78 Page: Sequence: 6 Annotations: Annotation: Subtype: Link Rect: 274, 248, 286, 257 ActionDest: 180 Annotation: Subtype: Link Rect: 347, 87, 358, 96 ActionDest: 183 Annotation: Subtype: Link Rect: 445, 87, 457, 96 ActionDest: 183 Page: Sequence: 7 Annotations: Annotation: Subtype: Link Rect: 303, 702, 315, 711 ActionDest: 180 Annotation: Subtype: Link Rect: 243, 605, 250, 617 ActionDest: 111 Annotation: Subtype: Link Rect: 147, 125, 154, 137 ActionDest: 114 Annotation: Subtype: Link Rect: 394, 112, 401, 124 ActionDest: 114 Page: Sequence: 8 Annotations: Annotation: Subtype: Link Rect: 324, 288, 336, 297 ActionDest: 183 Annotation: Subtype: Link Rect: 126, 258, 133, 270 ActionDest: 117 Annotation: Subtype: Link Rect: 152, 258, 159, 270 ActionDest: 117 Annotation: Subtype: Link Rect: 286, 258, 293, 270 ActionDest: 117 Annotation: Subtype: Link Rect: 512, 258, 519, 270 ActionDest: 117 Annotation: Subtype: Link Rect: 335, 234, 347, 243 ActionDest: 183 Annotation: Subtype: Link Rect: 503, 207, 515, 216 ActionDest: 183 Annotation: Subtype: Link Rect: 384, 82, 391, 94 ActionDest: 117 Annotation: Subtype: Link Rect: 149, 69, 156, 81 ActionDest: 111 Page: Sequence: 9 Page: Sequence: 10 Annotations: Annotation: Subtype: Link Rect: 133, 594, 145, 603 ActionDest: 183 Annotation: Subtype: Link Rect: 303, 591, 310, 603 ActionDest: 123 Annotation: Subtype: Link Rect: 295, 483, 302, 495 ActionDest: 123 Page: Sequence: 11 Page: Sequence: 12 Annotations: Annotation: Subtype: Link Rect: 435, 720, 442, 732 ActionDest: 134 Annotation: Subtype: Link Rect: 216, 707, 223, 719 ActionDest: 134 Annotation: Subtype: Link Rect: 358, 693, 365, 705 ActionDest: 134 Annotation: Subtype: Link Rect: 461, 639, 468, 651 ActionDest: 127 Annotation: Subtype: Link Rect: 243, 403, 250, 417 ActionDest: 127 Page: Sequence: 13 Annotations: Annotation: Subtype: Link Rect: 137, 299, 149, 309 ActionDest: 183 Annotation: Subtype: Link Rect: 132, 176, 144, 185 ActionDest: 183 Annotation: Subtype: Link Rect: 185, 133, 192, 145 ActionDest: 164 Annotation: Subtype: Link Rect: 512, 92, 518, 104 ActionDest: 134 Page: Sequence: 14 Annotations: Annotation: Subtype: Link Rect: 390, 523, 402, 532 ActionDest: 180 Annotation: Subtype: Link Rect: 386, 410, 398, 422 ActionDest: 164 Annotation: Subtype: Link Rect: 311, 210, 323, 219 ActionDest: 180 Annotation: Subtype: Link Rect: 478, 197, 490, 206 ActionDest: 180 Annotation: Subtype: Link Rect: 491, 197, 503, 206 ActionDest: 183 Annotation: Subtype: Link Rect: 503, 197, 515, 206 ActionDest: 183 Page: Sequence: 15 Annotations: Annotation: Subtype: Link Rect: 352, 713, 359, 725 ActionDest: 164 Annotation: Subtype: Link Rect: 485, 526, 497, 535 ActionDest: 180 Annotation: Subtype: Link Rect: 397, 513, 409, 522 ActionDest: 183 Annotation: Subtype: Link Rect: 260, 364, 272, 373 ActionDest: 183 Annotation: Subtype: Link Rect: 503, 364, 515, 373 ActionDest: 183 Annotation: Subtype: Link Rect: 416, 186, 428, 195 ActionDest: 180 Annotation: Subtype: Link Rect: 461, 132, 473, 141 ActionDest: 183 Page: Sequence: 16 Annotations: Annotation: Subtype: Link Rect: 446, 661, 458, 670 ActionDest: 180 Annotation: Subtype: Link Rect: 463, 578, 475, 587 ActionDest: 180 Annotation: Subtype: Link Rect: 387, 551, 399, 560 ActionDest: 183 Annotation: Subtype: Link Rect: 504, 551, 516, 560 ActionDest: 183 Annotation: Subtype: Link Rect: 135, 402, 147, 412 ActionDest: 180 Page: Sequence: 17 Annotations: Annotation: Subtype: Link Rect: 385, 277, 423, 288 Annotation: Subtype: Link Rect: 419, 251, 456, 262 Annotation: Subtype: Link Rect: 285, 225, 323, 237 Annotation: Subtype: Link Rect: 100, 188, 137, 198 Annotation: Subtype: Link Rect: 246, 162, 284, 172 Annotation: Subtype: Link Rect: 100, 123, 137, 133 Annotation: Subtype: Link Rect: 480, 109, 516, 120 Annotation: Subtype: Link Rect: 474, 84, 512, 94 Page: Sequence: 18 Annotations: Annotation: Subtype: Link Rect: 400, 701, 438, 712 Annotation: Subtype: Link Rect: 300, 676, 337, 686 Annotation: Subtype: Link Rect: 379, 650, 417, 661 Annotation: Subtype: Link Rect: 328, 624, 366, 635 Annotation: Subtype: Link Rect: 279, 572, 316, 583 Annotation: Subtype: Link Rect: 226, 546, 263, 557 Annotation: Subtype: Link Rect: 399, 508, 436, 519 Annotation: Subtype: Link Rect: 122, 483, 160, 493 Annotation: Subtype: Link Rect: 136, 457, 173, 467 Annotation: Subtype: Link Rect: 444, 404, 482, 415 Annotation: Subtype: Link Rect: 136, 366, 173, 377 Annotation: Subtype: Link Rect: 216, 340, 254, 351 Annotation: Subtype: Link Rect: 404, 314, 442, 325 Annotation: Subtype: Link Rect: 172, 289, 209, 299 Annotation: Subtype: Link Rect: 346, 262, 384, 273 Annotation: Subtype: Link Rect: 398, 236, 436, 247 Annotation: Subtype: Link Rect: 328, 211, 365, 222 Annotation: Subtype: Link Rect: 395, 172, 433, 183 Annotation: Subtype: Link Rect: 172, 134, 209, 144 Annotation: Subtype: Link Rect: 149, 108, 187, 118 Annotation: Subtype: Link Rect: 181, 82, 218, 93 Page: Sequence: 19 Annotations: Annotation: Subtype: Link Rect: 476, 727, 514, 738 Annotation: Subtype: Link Rect: 283, 701, 320, 712 Annotation: Subtype: Link Rect: 149, 676, 187, 686 Annotation: Subtype: Link Rect: 385, 650, 423, 661 Annotation: Subtype: Link Rect: 241, 624, 279, 635 Annotation: Subtype: Link Rect: 172, 547, 209, 557 Annotation: Subtype: Link Rect: 181, 508, 218, 519 Annotation: Subtype: Link Rect: 445, 482, 482, 493 Annotation: Subtype: Link Rect: 399, 417, 437, 428 Annotation: Subtype: Link Rect: 443, 417, 479, 428 Annotation: Subtype: Link Rect: 308, 391, 346, 402 Annotation: Subtype: Link Rect: 241, 315, 278, 325 Annotation: Subtype: Link Rect: 284, 315, 320, 325 Annotation: Subtype: Link Rect: 216, 289, 254, 299 Annotation: Subtype: Link Rect: 424, 262, 461, 273 Annotation: Subtype: Link Rect: 76, 220, 166, 251 Annotation: Subtype: Link Rect: 234, 214, 424, 226 Checksum: 1c662bed Type: CRC32 Checksum: 685829cda35553b9fbecbbf7efdadaa2 Type: MD5 Checksum: 544fd040649f1948c8c1c3a73c6ad56d4731ec43 Type: SHA-1