IVANOVA, M. Lisch, R. (2014). Measuring Service Performance. Practical Research for better quality. Gower Publishing Ltd., England. ISBN 9781472411921 (e-book). 213 pp. European Journal of Tourism Research, [S. l.], v. 9, p. 150–151, 2015. Disponível em: https://ejtr.vumk.eu/index.php/about/article/view/173. Acesso em: 25 oct. 2021.