J. Cambra-Fierro, J. M. Berbel-Pineda, R. Ruiz-Benítez, and R. Vazquez-Carrasco, “Managing service recovery processes: the role of customer’s age”, JBEM, vol. 12, no. 3, pp. 503–528, Oct. 2011, doi: 10.3846/16111699.2011.599405.