Carrasco, Ramón Alberto, María Francisca Blasco, Jesús García-Madariaga, Ana Pedreño-Santos, and Enrique Herrera-Viedma. 2018. “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 24 (4):1606-29. https://doi.org/10.3846/tede.2018.5080.