MOSQUERA MOLINA, D.; TÉLLEZ PÉREZ, A. Practical manual for the implementation of service and process improvement methodologies, quality models and tools . Journal of business and entrepreneurial studie, [S. l.], v. 8, n. 3, p. 12–22, 2024. DOI: 10.37956/jbes.v8i3.370. Disponível em: https://www.journalbusinesses.com/index.php/revista/article/view/370. Acesso em: 16 apr. 2026.