NIÑO DE URRIAGO, Ángela. Human factors and customer service: “case study”. Informes Psicológicos, Medellín, CO, v. 12, n. 1, p. 81–93, 2012. Disponível em: https://revistas.upb.edu.co/index.php/informespsicologicos/article/view/1385. Acesso em: 15 jun. 2026.