SILVER, L.; KERNEK, C. Initial Service Failure and the Size of the Gratuity: The Role of Mindset. Journal of Organizational Psychology, [S. l.], v. 20, n. 5, 2020. Disponível em: https://articlearchives.co/index.php/JOP/article/view/4661. Acesso em: 15 sep. 2025.