ALFALAH, T. F. Total Quality Management Tools: Are they Necessary for Improving Service Quality and Customer Satisfaction?. International Review of Management and Marketing, [S. l.], v. 7, n. 3, p. 121–125, 2017. Disponível em: https://econjournals.com/index.php/irmm/article/view/4639. Acesso em: 6 dec. 2022.