KIM, K.-J.; CHO, H.-W.; JEONG, I.-J.; PARK, J.-C.; PARK, Y.-J.; KIM, C.-G.; KIM, T.-H. SERVICE QUALITY ANALYSIS AND IMPROVEMENT: DEVELOPMENT OFA SYSTEMATIC FRAMEWORK. International Journal of Industrial Engineering: Theory, Applications and Practice, [S. l.], v. 13, n. 2, p. 177–187, 2022. DOI: 10.23055/ijietap.2006.13.2.435. Disponível em: https://journals.sfu.ca/ijietap/index.php/ijie/article/view/435. Acesso em: 18 may. 2024.