RUSANDY, D. S.; ASTUTI, W.; FIRDIANSJAH, A. Effect of MCSQ and COSE on service recovery and its impact on customer satisfaction: RSUD Dr. Iskak Tulungagung. International research journal of management, IT and social sciences, [S. l.], v. 5, n. 2, p. 237–247, 2018. Disponível em: https://sloap.org/journals/index.php/irjmis/article/view/93. Acesso em: 16 jul. 2024.