SAIED, M. Service Failure and Recovery: Literature Review and Research Issues. The International Journal of Business & Management, [S. l.], v. 9, n. 8, 2021. DOI: 10.24940/theijbm/2021/v9/i8/BM2108-037. Disponível em: https://www.internationaljournalcorner.com/index.php/theijbm/article/view/165940. Acesso em: 21 may. 2024.