SAUNDERS, P. M.; SCHERER, R. F.; BROWN, H. E. Delighting Customers By Managing Expectations For Service Quality: An Example From The Optical Industry. Journal of Applied Business Research (JABR), [S. l.], v. 11, n. 2, p. 101–109, 1995. DOI: 10.19030/jabr.v11i2.5880. Disponível em: https://clutejournals.com/index.php/JABR/article/view/5880. Acesso em: 17 jul. 2024.