Almeida, Dagoberto de, Alves, and Tainá Costa, da Neves. “A Model for Measuring Communication Problems in Service Processes”. Brazilian Journal of Operations & Production Management 6, no. 1 (February 7, 2010): 63–96. Accessed November 23, 2024. https://bjopm.org.br/bjopm/article/view/BJV6N1_2009_3.