CARRASCO, R. A.; BLASCO, M. F.; GARCÍA-MADARIAGA, J.; PEDREÑO-SANTOS, A.; HERRERA-VIEDMA, E. A model to obtain a SERVPERF scale evaluation of the CRM customer complaints: an application to the 4G telecommunications sector. Technological and Economic Development of Economy, v. 24, n. 4, p. 1606-1629, 28 Aug. 2018.