ROBBINS, T.; MILLER, J. Considering Customer Loyalty In Developing Service Recovery Strategies. Journal of Business Strategies, Huntsville, Texas, v. 21, n. 2, p. 95–110, 2004. DOI: 10.54155/jbs.21.2.95-110. Disponível em: https://jbs-ojs-shsu.tdl.org/jbs/article/view/167. Acesso em: 20 apr. 2024.