ALMEIDA, D. de, A.; NEVES, T. C. da. A Model for Measuring Communication Problems in Service Processes. Brazilian Journal of Operations & Production Management, [S. l.], v. 6, n. 1, p. 63–96, 2010. Disponível em: https://bjopm.org.br/bjopm/article/view/BJV6N1_2009_3. Acesso em: 26 apr. 2024.