MECHLING, G.; LITTLE, B. Service Encounter Mismatches: A Conceptual Framework Integrating It and Job Design. Journal of Business Strategies, Huntsville, Texas, v. 17, n. 1, p. 65–85, 2000. DOI: 10.54155/jbs.17.1.65-85. Disponível em: https://jbs-ojs-shsu.tdl.org/jbs/article/view/216. Acesso em: 19 apr. 2024.