OENTORO, W.; VILLEGAS-PUYOD, J. The influence of human resource practices on service recovery performance: A comparison between Thais and the Filipino customer contact agent. Kasetsart Journal of Social Sciences, [S. l.], v. 44, n. 2, p. 397–406, 2023. Disponível em: https://so04.tci-thaijo.org/index.php/kjss/article/view/266263. Acesso em: 1 oct. 2026.