AHMAD, H.; FRANCIS, A. Empirical Investigation on Satisfaction and Service Quality Level of Radical Process Change Implementation. International Journal of Management Studies, [S. l.], v. 13, p. 1–27, 2006. Disponível em: https://e-journal.uum.edu.my/index.php/ijms/article/view/9269. Acesso em: 28 apr. 2024.