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S
Slack, Nigel, Chambers, Stuart and Johnston, Robert (2009) Administração da Produção. São Paulo: Atlas. ISBN 9788522453535
Sousa, Rui and Voss, Christopher (2009) The effects of service failures and recovery on customer loyalty in e‐services. International Journal of Operations & Production Management, Volume 29 (Number 8). pp. 834-864. doi:10.1108/01443570910977715 ISSN 0144-3577.