Pranic, Ljudevit, and Wesley S. Roehl. “Rethinking Service Recovery: A Customer Empowerment (CE) Perspective”. Journal of Business Economics and Management 13, no. 2 (April 5, 2012): 242-260. Accessed November 9, 2024. https://tede.vgtu.lt/index.php/JBEM/article/view/4384.