CHEN, An-Che. Active and Latent Failures in Customer Services and Opportunities for Quality Innovation for Convenience Stores. International Journal for Innovation Education and Research, Dhaka, Bangladesh, v. 5, n. 12, p. 228–236, 2017. DOI: 10.31686/ijier.vol5.iss12.894. Disponível em: https://scholarsjournal.net/index.php/ijier/article/view/894.. Acesso em: 19 may. 2024.