Reis, Dayr Américo dos, and Leticia Peña. “Linking Customer Satisfaction, Quality, and Strategic Planning”. RAE - Revista de Administracao de Empresas 40, no. 1 (January 1, 2000): 42–46. Accessed July 3, 2024. https://periodicos.fgv.br/rae/article/view/37675.