ebrary, Inc, Baron, S., Elliott, D., & Harris, K. (2005). Service recovery and service continuity. Emerald Group Publishing.
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Citação norma Chicago
ebrary, Inc, Steve Baron, Dominic Elliott, and Kim Harris. Service Recovery and Service Continuity. Bradford, England: Emerald Group Publishing, 2005.
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Citação norma MLA
ebrary, Inc, et al. Service Recovery and Service Continuity. Emerald Group Publishing, 2005.
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Nota: a formatação da citação pode não corresponder 100% ao definido pela respectiva norma.