DESAI, P. H.; DE SOUZA, M. F. Severity and Controllability of Service Failures as Perceived by Passengers in Airline Industry. Turkish Economic Review, [S. l.], v. 2, n. 3, p. 186–195, 2015. DOI: 10.1453/ter.v2i3.434. Disponível em: https://journals.econsciences.com/index.php/TER/article/view/434. Acesso em: 4 dec. 2024.