PRANIC, Ljudevit; S. ROEHL, Wesley. Rethinking service recovery: a customer empowerment (CE) perspective. Journal of Business Economics and Management, [S. l.], v. 13, n. 2, p. 242–260, 2012. DOI: 10.3846/16111699.2011.620137. Disponível em: https://journals.vilniustech.lt/index.php/JBEM/article/view/4384. Acesso em: 17 may. 2025.