CAMBRA-FIERRO, Jesús; BERBEL-PINEDA, Juan M.; RUIZ-BENÍTEZ, Rocío; VAZQUEZ-CARRASCO, Rosario. Managing service recovery processes: the role of customer’s age. Journal of Business Economics and Management, [S. l.], v. 12, n. 3, p. 503–528, 2011. DOI: 10.3846/16111699.2011.599405. Disponível em: https://journals.vilniustech.lt/index.php/JBEM/article/view/5044. Acesso em: 16 jun. 2025.