Rusandy, D. S., Astuti, W. and Firdiansjah, A. (2018) “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, 5(2), pp. 237–247. Available at: https://sloap.org/journals/index.php/irjmis/article/view/93 (Accessed: 16 July 2024).