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ProenCa, T., ProenCa, J. F., & Teixeira, I. (2020, February). The Role of Error Management Culture and Leadership on Failures and Recovery in Services. In H. Nóvoa, M. Dragoicea, & N. Kühl (Eds.), Exploring Service Science. IESS 2020. Lecture Notes in Business Information Processing (Vol. 377, pp. 391-398). Cham: Springer.
https://doi.org/10.1007/978-3-030-38724-2_28

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