MA, K.; ZHONG, X. Managerial Response and Recovery in Online Service Setting: An Other-Customer Perspective. Journal of Marketing Development and Competitiveness, [S. l.], v. 14, n. 3, 2020. Disponível em: https://articlearchives.co/index.php/JMDC/article/view/4608. Acesso em: 21 nov. 2025.