SUKWADI, R. Utilizing Customer Experience Management Framework to Create a Delightful Service Experience. International Journal of Industrial Engineering and Management, [S. l.], v. 6, n. 1, p. 29–42, 2015. DOI: 10.24867/IJIEM-2015-1-105. Disponível em: http://sp.ftn.uns.ac.rs/index.php/ijiem/article/view/251. Acesso em: 20 sep. 2024.