HAKSEVER, C.; COOK, R. G.; CHAGANTI, R. Applicability of the GAPS Model to Service Quality in Small Firms. Journal of Small Business Strategy, [S. l.], v. 8, n. 1, p. 49–66, 1997. Disponível em: https://libjournals.mtsu.edu/index.php/jsbs/article/view/358. Acesso em: 28 jan. 2022.