OSARENKHOE, A.; KOMUNDA, M. B.; BYARUGABA, J. M. Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty. International Review of Management and Marketing, [S. l.], v. 7, n. 1, p. 197–208, 2017. Disponível em: https://www.econjournals.com/index.php/irmm/article/view/3309. Acesso em: 2 may. 2024.